About Us :
The Customer Support Channel Center of Excellence (CoE) organization manages a network of 4000 partners, all providing service & support delivery to Commercial and / or Consumer end-users.
Within this team, the North America / Latin America theater team manages the Channel programs and partners.
The Channel COE is seeking a Services Partner Account Manager to support to the Latin America market that will manage delivery related activities in the commercial indirect Tier 1 MPS partners and serve as the LATAM focal :
ensure operational excellence and customer satisfaction,
contribute to securing and developing HP business, from HW to services,
turn HP support & services into a key sales differentiator,
take an active and leading role in projects to improve customer services.
Manage strategic Delivery Business Partners across the partner life cycle management : selection, qualification, education, communication, operational performance management, compensation.
Manage communication with Partners (QBR's - quarterly business reviews - , Management of regular Communication, Escalation)
Build strong interactions with sales and other key stakeholders.
Work jointly with the channel sales teams, being the Partner Business Managers (PBMs) companion in front of the business partner, on all the support and services aspect of the business relationship.
Keep the trust of the business partner at the highest level to make the support a competitive advantage for HP
Drive the appropriate performance analysis and corrective action plans to close the gap with objectives and goals on operational performance, cost and customer satisfaction.
Ability to perform deep dive investigation and the lead on complex issues, involving many functions, internal and external stakeholders, local and remote contacts.
Manage the change in the commercial channel segment, from investigation to deployment, on all the initiatives driven by the CSS Organization : IT infrastructure, supply chain model, new service and new support offer.
Be able to lead complex business escalations resolutions or engage the right people into the various support functions to get fast resolution.
Communicate and report to the stakeholders in the support organization.
Experience, Education and Qualifications :
Bilingual : English-Spanish with exceptional written and verbal communications skills
Minimum 5 years of experience preferably in services and support
In-depth understanding of channel partner business model is an advantage
Good understanding of PSG and IPG products and business is an asset
Moderate level of planning, project management and change management skills
Moderate knowledge of Information Technology (IT) and services industry
Proactive approach of problem detection and analysis of root cause.
Proficiency with desktop applications and familiarity with financial reporting tools.
Able to work in a high-pressured environment working to tight timelines.
Operates effectively within a virtual (cross-cultural) team
Organized and methodical approach, self-motivated and team player
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