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Sr. Partner Support Manager (Sr. Technical Account Manager)

Company: NortonLifeLock Inc.
Location: Plano
Posted on: June 13, 2021

Job Description:

About NortonLifeLock:

NortonLifeLock Inc. (NASDAQ: NLOK) is a global leader in consumer Cyber Safety. NortonLifeLock is dedicated to helping secure the devices, identities, online privacy, and home and family needs of its nearly 50 million consumers, providing them with a trusted ally in a complex digital world. For more information, please visit NortonLifeLock.com or connect with us on Facebook, Twitter, LinkedIn, Instagram and YouTube.

About the Role:

The successful candidate will join our Strategic Partnership Support Experience Team (SPSx/SPM) otherwise known as the Technical Account Management Team as a Sr. Partner Support Manager (PSM/TAM) within the Consumer Services and Inside Sales (CSIS) department at NLOK. The team's mission is to maximise the lifetime value of global partnerships and enable Partner Sales through lifecycle Support Enablement techniques, implementing, maintaining and advancing optimal service delivery.

The Sr. Partner Support Manager's will build strong internal and partner-facing relationships and represent CSIS as part of the Account Team and in front of the partner. They will proactively identify improvement opportunities and prioritise partner member experiences, enhancements and fixes to reduce friction in support and contact. The Sr. Partner Support Manager will plan, drive and execute cross-functional projects to continuously evolve the support journey for customers across all partner channels incl. xSP, OEM, Partner Referral, EB and special retail. This role will influence and evolve lifecycle support engagement strategies for larger integrated partnerships like referral and B2B2C programs to align with business strategy and expanding NLOK reach as trusted Cyber Safety brand.

#LI-BW2

Responsibilities:

The Sr. Partner Support Manager is the dedicated technical support point of contact for diverse global partnerships in EMEA/NAM, and the Sales Team's face into Support and Services.

  • Understands partner support requirements and executes relevant deliverables during on-boarding of new and launching additional products through existing partners.
  • Works with Intake, Product Management, Sales and Support organisations to develop support plans for relevant new partners/customers and represents CSIS externally.
  • Creates and develops both internal and external support content to enable CSIS and Partner Support Teams and ensure agent readiness.
  • Develops and delivers product support training following the TTT model.
  • Supports partner and Account Team as the primary L3 Technical Support Liaison, closely collaborating with Support Teams, Partner Operations and Program Management and Product Engineering amongst others.
  • Continuously works to ensure business partner support teams and NLOK vendors have sufficient level of knowledge on products and partnership context.
  • Identifies, reproduces, troubleshoots and effectively resolves product issues.
  • Drives issue resolution and prioritisation through collaborating with relevant internal and external groups, sets expectations and communicates status updates regularly.
  • Works with partners and internal reporting teams to ensure availability of regular reports on partner contacts and contact generators. Regularly pulls and reviews data pertaining to assigned accounts to identify opportunities for improvement.
  • Plans and leads projects designed to enhance the customer experience and increase the quality and productivity of support for partnerships.
  • Plans and facilitates meetings, workshops and regularly communicates progress updates to relevant stakeholders.
  • Contributes and executes deliverables as a partnership SME in other medium to large cross-functional projects.
  • Demonstrates ownership and does not require instruction on routine work, reports frequently to manager and seeks approval for actions impacting operations.
  • Willingness and availability to travel is a must.

Competency Requirements:

  • Technical Skills
  • Problem-Solving
  • Excellent Communication
  • Proactive Engagement
  • Versatile Self-Starter
  • Stakeholder Management
  • Continuous Improvement
  • Leadership and Innovation
  • Lean Sigma and Project Management

Qualifications:

  • Bachelor's in Computer Science, Business Administration or equivalent experience
  • Minimum of 4 years of experience with security software and technical support.
  • Flexibility in working across different time zones and effectively manage time
  • Must demonstrate Self-managed, proactive work style and strong decision-making skills
  • Strong business acumen and understanding of multicultural contexts
  • Excellent verbal and written communication skills. German/ French fluency is a bonus
  • Demonstrated ability to problem-solve, trouble shoot and drive resolution of issues
  • Expert knowledge and experience with business processes
  • Experience working with Sales Account Teams and Business Partners
  • Qualification in Lean Six Sigma Methodologies or Agile Project Management desired
  • Proven Project Management and account management experience is needed

NortonLifeLock is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. NortonLifeLock strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds.

We also consider for employment qualified individuals with arrest and conviction records. In addition, NortonLifeLock will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Learn more about pay transparency.

EEO is the law. Applicants and employees of NortonLifeLock Inc. are protected under Federal law from discrimination. See the EEO poster and supplement.

Keywords: NortonLifeLock Inc., Plano , Sr. Partner Support Manager (Sr. Technical Account Manager), Other , Plano, Texas

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