Senior Manager, Technical Services & Partner Operations

<div class="content-intro"><p>Bevi is on a mission to transform how beverages are delivered and consumed. Our connected beverage platform eliminates the need for single-use bottles and cans, making it easy, fun, and sustainable to stay hydrated. As the category leader in IoT-enabled beverage technology, we're building a future where Bevi machines are everywhere people live, work, and connect. We've raised over $160M in venture capital, serve thousands of customers across the US, Canada, UK and Ireland, and we've been rapidly growing year over year, saving over 1 billion bottles from waste. In addition to driving hypergrowth with our current product line, Bevi is heavily investing in new product development.</p></div><p>We are seeking a Senior Manager, Technical Services &amp; Partner Operations to join Bevi’s Technical Services leadership team. This role owns two critical functions: leading our Technical Partner Operations team to deliver outstanding service to distribution partners, and providing strategic oversight of our Tier 1 and Tier 2 Technical Services teams. In addition to ensuring exceptional customer and partner experiences from our Technical Services Team, you will own key partner relationships, drive QBRs, identify training needs, and surface trends across the partner network. Alongside this, you will provide leadership oversight of our T1 and T2 support managers, ensuring the operational health of Bevi’s frontline technical support and long-term service strategy. You’ll work cross-functionally with Sales, Product, and Engineering to close the loop on critical machine issues and drive continuous improvement across the full technical services organization.</p> <h3><strong>Your Day to Day</strong></h3> <p>This role oversees Tier 1 and Tier 2 Technical Support and Technical Partner Operations, driving both proactive and reactive customer success strategies.</p> <p><strong>Technical Partner Operations</strong></p> <ul> <li>Lead, coach, and develop a team of Technical Partner Managers, accountable for the technical success of Bevi’s distribution partners</li> <li>Develop and maintain relationships with Partner Service Managers, ensuring needs are met and escalations are handled promptly across multiple dedicated partners&nbsp;</li> <li>Drive key partner relationship initiatives: proactive projects that drive a better customer experience, machine uptime optimization, partner trainings, and regular MBR/QBR touchpoints</li> <li>Identify partner training gaps and build a roadmap to address them</li> <li>Own and circulate a KPI dashboard tracking partner health and team performance against defined goals</li> <li>Serve as the escalation point for complex technical issues from Technical Partner Managers; partner with Quality and Engineering to identif