Partner Manager, Customer Support
Offer summary
Qualifications:
Minimum 5 years of experience in customer support with channel partners or resellers., Strong knowledge of multi-tier support models and escalation workflows., Excellent communication and relationship-building skills, fluent in English and German., Experience with support platforms like Salesforce Service Cloud or Jira is preferred..Key responsibilities:
- Manage and build relationships with channel support partners.
- Define and monitor support processes, KPIs, and SLAs for partners.
- Ensure timely issue resolution and effective escalation handling.
- Provide regular performance reports and support continuous improvement.
Job description
Company Description
At Revalize, we build the software and technology that powers sales of manufactured, complex products. Our customers rely on our software to select and sell everything from commercial ovens, to specialized pumps and valves, to grain elevators, and more. We are the global leader in sectorspecific software solutions that help manufacturers optimize revenue operations through design applications, engineering simulations, product selection, CPQ, PIM, visualization, and data analytics.
Headquartered in Jacksonville, FL, we serve over 20,000+ customers across the globe.
Revalize is a portfolio company of TA Associates.
Job Description
The Partner Manager of Customer Support is responsible for maintaining effective support delivery through our channel reseller partners by applying deep knowledge of Revalize’s support operations, escalation processes, and products. You will manage the daytoday operational relationship with partner support teams and ensure alignment with internal processes, escalation protocols, and servicelevel expectations. This role is critical to ensuring partners are equipped to deliver highquality Level 1 support while maintaining a seamless experience for shared customers. You will utilize internal systems, support best practices, defined policies, and regular performance monitoring to uphold service standards and optimize the partner support model.
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 partnerdelivered support maintains the same level of care, professionalism, and urgency expected from internal teams.
Occasional travel may be required
Qualifications5+ years of experience in customer support working directly with channel partners, resellers, or service providers responsible for customerfacing support delivery
Strong understanding of multitier support models (Level 1–3), escalation workflows, and customer success metrics
Exceptional communication and relationshipbuilding skills; able to influence without authority and build trust across functions and organizations
Analytical and processoriented 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)
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 PEbacked 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 fastpaced, collaborative, and matrixed team environment
Additional InformationAll your information will be kept confidential according to EEO guidelines. Qualified applicants will be asked to complete a 30minute online assessment as a part of your application.
At Revalize, we build the software and technology that powers sales of manufactured, complex products. Our customers rely on our software to select and sell everything from commercial ovens, to specialized pumps and valves, to grain elevators, and more. We are the global leader in sectorspecific software solutions that help manufacturers optimize revenue operations through design applications, engineering simulations, product selection, CPQ, PIM, visualization, and data analytics.
Headquartered in Jacksonville, FL, we serve over 20,000+ customers across the globe.
Revalize is a portfolio company of TA Associates.
Job Description
The Partner Manager of Customer Support is responsible for maintaining effective support delivery through our channel reseller partners by applying deep knowledge of Revalize’s support operations, escalation processes, and products. You will manage the daytoday operational relationship with partner support teams and ensure alignment with internal processes, escalation protocols, and servicelevel expectations. This role is critical to ensuring partners are equipped to deliver highquality Level 1 support while maintaining a seamless experience for shared customers. You will utilize internal systems, support best practices, defined policies, and regular performance monitoring to uphold service standards and optimize the partner support model.
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 partnerdelivered support maintains the same level of care, professionalism, and urgency expected from internal teams.
Occasional travel may be required
Qualifications5+ years of experience in customer support working directly with channel partners, resellers, or service providers responsible for customerfacing support delivery
Strong understanding of multitier support models (Level 1–3), escalation workflows, and customer success metrics
Exceptional communication and relationshipbuilding skills; able to influence without authority and build trust across functions and organizations
Analytical and processoriented 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)
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 PEbacked 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 fastpaced, collaborative, and matrixed team environment
Additional InformationAll your information will be kept confidential according to EEO guidelines. Qualified applicants will be asked to complete a 30minute online assessment as a part of your application.
The Partner Manager of Customer Support is responsible for maintaining effective support delivery through our channel reseller partners by applying deep knowledge of Revalize’s support operations, escalation processes, and products. You will manage the daytoday operational relationship with partner support teams and ensure alignment with internal processes, escalation protocols, and servicelevel expectations. This role is critical to ensuring partners are equipped to deliver highquality Level 1 support while maintaining a seamless experience for shared customers. You will utilize internal systems, support best practices, defined policies, and regular performance monitoring to uphold service standards and optimize the partner support model.
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 partnerdelivered support maintains the same level of care, professionalism, and urgency expected from internal teams.
Occasional travel may be required
5+ years of experience in customer support working directly with channel partners, resellers, or service providers responsible for customerfacing support delivery
Strong understanding of multitier support models (Level 1–3), escalation workflows, and customer success metrics
Exceptional communication and relationshipbuilding skills; able to influence without authority and build trust across functions and organizations
Analytical and processoriented 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)
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 PEbacked 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 fastpaced, collaborative, and matrixed team environment
Additional Information
All your information will be kept confidential according to EEO guidelines. Qualified applicants will be asked to complete a 30minute online assessment as a part of your application.
Preferred Qualifications
Qualifications
Required profile
Experience
Other Skills
- Customer Service
- Communication
- Analytical Skills
- Relationship Building
- Distributed Team Management
- Problem Solving
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