Partner Support Specialist (hybrid set-up)

Job Title: Partner Support Specialist

Department and Team: WW Partner Experience

Location: Manilla

Job Reports to: VP, Partner Experience

Job Summary:

The Global Partner Experience team has three key objectives:

To improve Genesys Partner’s ease of doing businessTo drive Partner autonomy, allowing partners to execute at scaleProvision of sales support (including but not limited to triaging general partner queries, onboarding partners, reporting and process and system support.)

The Partner Support Specialist is a member of the Global Partner Experience Team, reporting to either the VP of Partner Experience or indirectly via a Team Lead, and will act as a remote business partner to our Partner sales leaders, managers and our partners themselves. This role functions as the central point of contact in each sub-region for our internal partner teams and our Genesys Partners. 

The key responsibilities of this newly created team are as follows:

Partner Management & Support

Point of contact for partner supportDeal Registration, quoting and order management supportPartner onboardingContract Issuance & ExecutionSet up of new partners allowing access to systems and tools.Working with our enablement team to ensure a seamless and efficient partner onboarding experienceNew customer creation supportWork with regional PAMs to drive globally consistent partner cadence, including but not limited to business plan creation, forecasting, QBRs and certification tracking.

Billing Reconciliations & Accruals

Manage and resolve billing inquiriesAppFoundry monthly billing and accuralsReconciliation and audit activities as requiredSystems & Tooling, Maintenance & SupportPartner Portal User ManagementPartner Portal Enhancement ManagementAppFoundry SKU creation & Partner Consultancy (including FX conversions etc)Genie Management (partner product updates etc)FAQ Database management

Measures for Success:

Achievement of defined SLAsPartner Experience Survey ResultsInternal Partner Survey Results

Minimum Requirements: 

Bachelor’s degree in Business, Accounting, Systems Administration or a related field is desirableProven experience with Salesforce, Tableau, Microsoft Office Suite etc.Understanding of sales processes and pipeline management.Advanced level in Excel and PowerPoint.Minimum 3+ years professional experience in a finance, operations or systems administration roleStrong written and verbal communication skillsStrong attention to detail.Strong team player with ability to work cross culturally and across business units.Able to operate successfully in a lean, fast-paced organisation, flexibility to work shifts to cover global time zonesAbility to work remotely or from the officeEnglish language skills essential, other language skills highly regarded.

Workplace Health and Safety:

Take reasonable care of your own health and safety.Ensure actions of omissions do not adversely affect the health and safety of others.Participate in the implementation of risk control measures to prevent injuries or illnesses.Cooperate with policies and procedures of Genesys as well as other responsibilities as outlined in WHS management system.

ABOUT GENESYS Genesys Telecommunications Laboratories, Ltd – Philippines Branch is a subsidiary of Genesys, the global multi-channel customer experience and contact center solution leader.  Genesys’ worldwide headquarters are in the US, in Daly City, close to San Francisco. Genesys is in its fifth year as a stand-alone company after being purchased by Permira Funds and Technology Crossover Ventures (TCV) from Alcatel Lucent in February 2012.  Genesys is among the top 50 largest software companies in the world, recognised by Analysts as a Customer Experience (“CX”) solution leader with the broadest and deepest integrated platform on the market and with 5,000+ employees and 10,000+ customers across 100 countries. In the Asia Pacific region, Genesys engages in Sales generation activities, Professional Services, Technical Support, Development and Training) through its direct operations and a strong partner network. Genesys has offices in Australia, Japan, Singapore, India, China, South Korea, New Zealand, the Philippines, Hong Kong, Thailand, Malaysia & Indonesia, with a workforce of 1,000+ permanent staff across the region.