Technical Partner, Support Manager
hace 1 semana
Job Description:
Cloudera is looking for a Technical Partner Support Manager who has a passion for making partners successful. You will play a vital role in helping manage strategic partner relationships, work to deliver best in class recommendations that are aligned to both Cloudera and our partner’s business objectives. The individual will work to ensure that strategic client integrations are functioning optimally. In coordination with Partner Program Management, Customer Support, Channels & Alliances and Engineering organizations, you will work to foster the relationship with our partner ecosystem and play a key primary role in delivering supplemental operational business reviews, documentation for issue root cause analysis, partner analysis, and facilitating support for critical incidents.
You will work alongside a team of highly skilled engineers who are responsible for delivering Cloudera's support services including assistance during engineering and operations of distributed systems and mission critical response for production customers. Strong communication, customer handling skills, and experience working with Partners across multiple industries is critical for success in this role.
At Cloudera, our goal is to make each individual feel valued for his or her contributions to the company’s mission. We are looking for people who want to do remarkable things. We strive to create an environment of casual intensity where people enjoy coming to work every day. Our senior management team meets regularly with the whole company to discuss strategy, successes and challenges.
**Responsibilities**:
- Manage partners with Level 1 and/or Level 2 obligations to ensure our end customer’s experience meets Cloudera’s standards of excellence
- Ensure partners are enabled to provide support via training, tooling, best practices, etc.
- Regularly review the partner support deliverables for Cloudera’s partner ecosystem
- Monitor Service Level Agreements and other key performance indicators (KPI)
- Drive regular weekly/monthly/quarterly reporting of partner support performance on contractual obligations and KPIs
- Run quality checks to ensure that partner support cases are handled with a high technical aptitude commensurate with defined L1/L2/L3 contractual obligations
- Coordinate, communicate, and lead cross-functional efforts around escalations and engineering needs for the partner ecosystem
- Contribute to partner support contract improvements as driven by Cloudera’s support benchmarks
- Set standards for engagement between partner support and Cloudera
- Perform data analysis and present the results to Sr. Leadership across multiple business units
- Drive ongoing strategic interlock to ensure alignment on short-term and long-term priorities and measurable business outcomes
Qualifications:
- 2+ years of Support Management or Sustaining Engineering Management
- Strong analytical skills regarding technical and project management
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