Partner Manager, Customer Support

Summary

Join Revalize as a Partner Manager of Customer Support and maintain effective support delivery through our channel reseller partners. You will manage daily operational relationships with partner support teams, ensuring alignment with internal processes and service-level expectations. This critical role ensures partners deliver high-quality Level 1 support. You will utilize internal systems and best practices to uphold service standards and optimize the partner support model. Responsibilities include managing partner relationships, defining KPIs and SLAs, providing training and enablement, and creating performance reports. The role requires strong communication, analytical, and project management skills.

Requirements

• 5+ years of experience in customer support working directly with channel partners, resellers, or service providers responsible for customer-facing support delivery
• Strong understanding of multi-tier support models (Level 1–3), escalation workflows, and customer success metrics
• Exceptional communication and relationship-building skills; able to influence without authority and build trust across functions and organizations
• Analytical and process-oriented mindset, with a passion for operational excellence
• Strong project management skills and ability to manage multiple partners or workstreams simultaneously
• Proficiency in English (spoken and written)
• Proficiency in German (spoken and written)

Responsibilities

• Serve as the primary point of contact for channel partners providing Level 1 support
• Build and maintain strong relationships with partner support leaders through regular touchpoints, QBRs, and joint planning sessions
• Clearly define and maintain the division of responsibilities between internal support teams and partner organizations, including ownership of issue triage, escalation, and customer communication
• Ensure timely issue resolution, accountability, and clear communication throughout the issue lifecycle
• Manage the escalation process for issues transitioned from partner Level 1 to internal Level 2 and 3 teams
• Establish key performance indicators (KPIs) and service level agreements (SLAs) for partner support teams, including metrics such as first response, follow up, and resolution time
• Continuously assess partner support performance against defined standards, provide actionable insights, and lead regular feedback loops, including performance reviews and improvement plans, to ensure accountability and effectiveness
• Define, deliver, and maintain structured training and enablement programs to ensure partner agents are knowledgeable on product functionality, support workflows, escalation criteria, and customer engagement expectations
• Align partner and internal support processes to ensure consistency in service delivery, including case handling, knowledge base access, escalation routing, and documentation standards
• Proactively identify opportunities to restructure or realign partner relationships to better support business goals, improve customer experience, or address performance gaps
• Create and deliver regular reports and performance dashboards to internal stakeholders and partner leadership, highlighting trends, successes, and areas for improvement
• Act as a voice of the customer by ensuring that partner-delivered support maintains the same level of care, professionalism, and urgency expected from internal teams
• Occasional travel may be required

Preferred Qualifications

• Experience managing support or operational relationships involving shared revenue
• Background in enterprise or B2B software support environments
• Experience working with remote team members in multiple geographies and time zones
• Experience working with support platforms such as Salesforce Service Cloud, Jira, or similar tools
• Experience working in a PE-backed environment
• Demonstrated ability to prioritize and simultaneously manage complex tasks to completion
• Demonstrated advanced communication skills, including both excellent verbal and precise written abilities
• Demonstrated skills and persistence necessary to overcome challenges and meet objectives
• Demonstrated experience of working constructively in a fast-paced, collaborative, and matrixed team environment