The Partner Experience Manager will have the opportunity to combine customer support, marketing, sales, and professional services into one integral role in serving our expanding global Partner base.
We're looking for someone to develop a series of learning services that assist creators delivering higher quality content and improved discovery. Your work will be critical in providing BBTV partners with an engaging and rewarding experience.
A data driven individual, you will manage the day to day productivity of the Company’s Partner Experience Team and Onboarding Team.
Develop a team of high-performing, subject matter experts with sound problem resolution skills.
Ensure the continual expansion of the Partner Experience team’s knowledge of the Company, its partners, products, services, brands, industry and YouTube platform
Set team KPI’s, objectives, performance management and professional development of the team
Build and facilitate educational and rewards and recognition programs for partners
Ensure the team delivers professional and timely responses to inquiries and tickets
Contribute to the solution of technological issues/ bugs that directly and indirectly affect partners and partner satisfaction
Collaborate with Marketing teams to build partner programs that encourage partner loyalty and advocacy.
Act as a partner advocate and “voice for the partner” to all members of the company
Strategic Planning & Reporting
Strategically and systematically improve the partner’s experience and value-adds
Contribute to the communication and messaging initiatives that impact the Company partners
Liaison between the Marketing department and R&D department for the purpose of product development for partners
Ensure personal knowledge base is regularly updated with company and platform updates, competitive analysis and market news
Continuously develop and execute the Company’s partner retention and loyalty programs
Bachelor’s degree – business or technology degrees preferred
5-7 years of support experience in a customer service environment with experience managing direct reports both domestic and abroad across multiple time zone.
Strong management, leadership and proven coaching skills required.
Demonstrated change leadership, cross cultural leadership and a strong focus on the customer and results is a must.
Demonstrated aptitude for analytics, numbers and finding insights in large data sets.
Expert customer service experience.
A high degree of judgment/organizational skills and problem-solving skills to deal with diverse/complex customer service issues
Ability to take initiative in creating new processes that support and help achieve business objectives
Team player with an entrepreneurial spirit
Excellent time management and project management skills
Keen focus on metrics and quantifiable outcomes
Excellent written, presentation and verbal communication skills are a MUST
Strong passion for technology, social media and online video
Able to work under pressure and deal with changes in a fast paced technology driven environment.
Experience in the loyalty/rewards industries an asset
Experience working with Zendesk, Dynamics or other customer service platforms
Customer support experience with mobile apps or ecommerce solutions an asset
Bilingual or Trilingual (English, Spanish and/or Portuguese ideal)