The Opportunity

Do you have passion for defining the Partner experience with service and support? We are seeking a Partner Support Project Manager in Denver, CO. The ideal candidate for this position has proven that they are a motivated individual with strong organization skills that can work in a team environment, has attention to detail, and a desire to grow their career in the services industry.

This is an exciting and unique opportunity to shape the customer support experience to go beyond break/fix to drive added value for Marketo partners. In this role, you will be responsible for partnering with IT, Marketing and Sales teams to define the experience for Partners. You will work in a shared business environment leveraging expertise from peer teams to meet common objectives and provide leadership to impact the customer's experience.

This role will help grow the partner channel through strategic initiatives and growth projects, with a focus on relationship management and technical solutions. The program manager will develop strategies to build solid growth-oriented technical relationships within our partners, and our internal partner team, representing support and enhancing the partner's experience with Marketo support functions.

The project manager will ensure we have the right analysis and data to make informed business decisions. Partner Support Project Manager is a business and partner experience thought leader with demonstrated passion for mar-tech stack products and services. Successful candidates will have strong strategic thinking, business analysis, leadership, problem solving, presentation, and communication skills. Candidates must have a strong understanding of product marketing, partner, technology, knowledge of global delivery operations, and the ability to work independently in ambiguous environments and under pressure, and the ability to influence others without having direct authority.

Responsibilities include but are not limited to:

• Represents our partners' technical support needs within the company, driving improvements to their efficiency and ability to service our shared clients
• Presents complex topics, programs, initiatives, and program reviews
• Creates strong alignment between support efforts and partner ecosystem
• Continuously monitors combination of revenue, customer usage, and support incidents to identify areas of risk and/or concern
• Advocates on behalf of partners in communicating requirements to other internal departments, product management in particular, to achieve the highest level of corporate cooperation while balancing customer satisfaction with company priorities
• Coordinates and participates in periodic strategic account meetings and others as deemed necessary. This could include quarterly and annual business reviews, partner consultant training, focus groups, etc.
• Responsible for improving partner support metrics, including operational KPIs and CSAT, while facilitating continuous improvement of our partners' own operational performance
• Creates and enhances frameworks for partner engagement through a 1-to-many community model to provide the right information at the right time
• Based on customer & partner feedback, provides critical, business impacting insights to influence Design, & Customer or Partner Experience
• Support the production of rigorous business cases supporting targeted deals and partnerships
• Manage and deliver high quality legal negotiations & agreements in concert with assigned attorneys in Marketo's Legal teams
• Continuous monitoring of partner technical effectiveness & driving remediation plans to address gaps

Qualifications:

• College degree or equivalent experience required, master's preferred
• 3-5 years' experience in customer support and building and developing intercompany alliances
• Successful track record of building and executing strategic plans with customers and/or partners
• Confidence in a customer and partner facing environment for product demos, integration discussions, presentations, and Quarterly Partner Reviews
• Keen ability to forge strong and positive relationships across organizations and levels
• Experience designing, executing and assessing the results of global experiments; Unrelenting focus on driving results

Marketo is an equal opportunity employer.