CSM - Country support Manager We are looking for a Channel Partner Service Manager in Italy to be the LF Country Support Manager in this country. He/She will be accountable for developing, managing and monitoring the country service Landscape needed to support the printer install base, maximizing operational excellence of all qualified channel partners and subcontractors enabling business growth while increasing customer satisfaction. Main Responsibilities: - E2E country service Landscape management with all feedbacks from different stakeholders ( GTM; supply chain)
- Channel Partner Program deployment.
- Conduct advanced periodical channel Partner service reviews.
- Monitor y report the Service Partner Performance (Cost/ Operational excellence / TCE)
- Management of Service Partners selection, on-boarding, planning and Off-boarding.
- Ensure Service Partner Readiness along the Product Life Cycle.
- Prepare and conduct monthly regional performance reviews, analysis & recommendations with Service Manager.
- Work closely with (country/region) Partner account managers, attending all reviews when required and providing regular feedback Other Responsibilities: - Ensure partners adhere to Channel Program Criteria, prerequisites, and deliverables
- Maintain Partner Services and Subcontractors - if any
- qualifications standards.
- Contribute to process improvement together this the CSM & RSPM teams
- Proactively Monitor and control Cases & Elevations in your region
- End to end accountability of Partner Technical & knowledge Database access & updates
- Track EMEA Product Quality Performance KPI
- Proactively monitor & manage Supply chain escalations.
- End to end accountability of Partner Install base data updates & changes in liaison with respective RSPM
- Risk management and claims minimization.
- End to End management of field interventions (partners on site support) in the region.
- Work under own initiative and take ownership of issues, ensuring best in class support to partners and customers Skills Required: - Knowledge & Experience: - Minimum 3 years of experience preferably in services & support
- In depth understanding of indirect business managed through partners channel partner business model is an advantage
- Good understanding of Graphic Solution Business products and organization business is an asset
- Moderate knowledge of Information Technology (IT) and services industry
- Knowledge of company organization, policies, services offerings, end to end processes, tools, and
- Analytic approach and action driven: from problem detection and analysis of root cause to call to action
- Moderate level of planning, project management and change management skills
- Good communication skills. Influence within same team, partners and GTM. Qualifications: - Fluent in written and verbal English
- Ability to influence others
- Able to work in a pressured environment working to tight timescales
- Strong communication skills
- Ability to generate strong relationships internally and externally
- Ability to identify potential issues early on and work them to a satisfactory conclusion
- Proactive approach to problem resolution
- Ability to operate effectively within a virtual (cross-cultural) team
- Organized and methodical approach
- Self-motivated
- Team player