Sr Mgr Partner Support

SUMMARY

This role will provide leadership and operational oversight of  the Partner Support Team to drive sustainable  growth across Distribution and Integrator channels. This role is accountable for defining and executing partner support strategy, developing high-performing technical teams, advancing tools and technology for scale and efficiency, and enabling revenue growth through advanced applications support, simulations, proof of concepts, and OEM engagement.

The Sr Manager, Partner Support leads the technical organization supporting Distributors, Integrators, Key Customers who self-integrate, and prospective OEM partners, serving as a senior though partner to cross-functional leaders while ensuring exceptional customer experience and measurable business impact.

 

ESSENTIAL DUTIES AND RESPONSBILITIES include the following. Other duties may be assigned as needed.

 

Strategic Leadership & Ownership

 

·         Establish and lead a clear Partner Support strategy aligned with business objectives, channel growth plans, and customer experience goals.

·         Operate with a high degree of autonomy, making informed, high-impact decisions affecting multiple channels and customer segments.

·         Serve as a senior subject matter expert and trusted advisor to internal stakeholders on partner enablement and technical support strategy.

 

Team Leadership & Development

 

·         Lead, coach, and develop Partner Support team, fostering a culture of accountability, continuous improvement, and external customer focus.

·         Set expectations, assess performance, and ensure timely, fair, and consistent Annual Performance Reviews for direct reports.

·         Build leadership bench strength by mentoring high-potential employees and preparing future leaders within the organization.

 

Operational Excellence

 

·         Oversee and continuously improve Partner Support operations to ensure timely, accurate, and consistent technical support delivery.

·         Drive the development and implementation of departmental tools, systems, and technology to improve efficiency, scalability, and customer satisfaction.

·         Ensure high utilization, productivity, and effectiveness across areas of responsibility while balancing quality and employee engagement.

 

Revenue Enablement & Growth

 

·         Lead the development and management of an effective fee-based model for applications engineers delivering field programming and commissioning services.

·         Enable channel and direct customer growth by supporting integrators, distributors, OEMs, and key customers through advanced technical expertise and solutions.

·         Direct the creation and execution of new support strategies that expand revenue opportunities, including simulations, proof of concepts, and advanced applications support.

 

Policy, Process & Governance

 

·         Develop, implement, and maintain technical support policies, procedures, and standards to ensure consistency, quality, and compliance.

·         Monitor support operations, including call center activity, to ensure technical accuracy, professionalism, and adherence to company standards.

·         Proactively identify risks, inefficiencies, or gaps in service delivery and lead corrective actions.

 

Financial & Resource Management

 

·         Own departmental budget planning, forecasting, and resource allocation, ensuring effective use of manpower and financial resources.

·         Balance operational demands with