Senior Partner Support Manager (ERP)

Symfact AG seeks a Senior Partner Support Manager in Zürich to lead partner support operations, manage escalations, and drive process improvements within an Agile framework.

This position acts as the primary liaison for partners regarding support matters, ensuring their needs are met while aligning with broader business goals. The incumbent will execute the support strategy defined by leadership, manage the support team, and oversee daily operations to maintain high service standards.

Responsibilities

• Implement the partner support strategy established by the Partner Engagement Director.
• Manage and guide the partner support team.
• Handle daily support operations and manage the issue backlog.
• Serve as the main senior contact for partner inquiries.
• Manage partner issues and handle escalations.
• Coordinate with other departments to ensure successful execution.
• Monitor performance metrics and identify areas for improvement.
• Improve processes, tools, and operational efficiency.
• Assist in partner enablement and product adoption efforts.
• Update and enhance support documentation and knowledge resources.
• Facilitate Agile workflows and delivery routines.
• Provide insights and recommendations based on support data.

Requirements

• Experience in partner support.
• Familiarity with Agile methodologies.
• Ability to adhere to Service Level Agreements (SLAs).
• Skills in backlog management.

About the company

The company operates its partner support pod using an Agile framework, emphasizing iterative development and responsive workflows.

• The partner support team works within an Agile framework.