Director, Partner Experience

Everpure•Santa Clara, CA

2d•$211,000 - $338,000•Onsite

About The Position

The Director, Partner Experience owns the strategy, processes and execution required to help Everpure partners do business autonomously, quickly and confidently. The role aims to increase partner self-sufficiency, remove friction across partner touchpoints and reduce cost-to-serve, with impacts on Sales productivity, Finance and Operations workload, and partner profitability. This business leadership role connects partners and field teams with technology teams. The Director defines partner and field business needs and works with Digital Transformation and Business Systems Analysts to translate them into system requirements and delivery plans. The role also owns partner data definitions, quality standards and governance, and the overall direction and outcomes for partner autonomy, including partner satisfaction, tool adoption, end-to-end process ownership, change management and system optimization. The Director sets strategy, roadmaps, success measures and priorities; ensures partner and field feedback leads to prioritized enhancements; and orchestrates organizational change across the GPO and GSO organizations, with support from PMO and Change Management. The position is expected to work from Everpure’s Santa Clara, California office under the company’s in-office policies, except during PTO, work travel or other approved leave.

Requirements

12+ years of experience in channel, partner experience, partner operations, digital transformation or go-to-market roles within a B2B technology company.
5+ years of people leadership experience and a record of building and developing high-performing teams.
Deep understanding of the partner ecosystem, including Resellers, Distributors, MSPs and GSIs, and partner transactions such as onboarding, deal registration, quoting and ordering.
Experience owning business requirements for partner-facing systems and partnering with IT to deliver them.
Familiarity with Salesforce PRM, partner portals, CPQ and partner data management, including data governance and stewardship.
Demonstrated success driving self-service, digital adoption or cost-to-serve reduction programs.
Experience owning end-to-end business processes and leading the change management needed to transform them across a large, matrixed organization.
Experience leading customer or partner advisory councils and voice-of-the-partner programs.
Strong executive presence and ability to influence VP-level stakeholders without direct authority.
Data-driven approach; ability to define metrics, build business cases and use data to prioritize.
Exceptional written and verbal communication skills, including explaining complex topics simply to partners, the field and executives.
Comfort operating in an ambiguous, fast-paced, high-growth environment with ownership and a bias for action.
BA/BS degree or equivalent work experience.

Nice To Haves

MBA.

Responsibilities

Set and drive the partner autonomy strategy and own the processes that support it.
Define a multi-year vision and roadmap for partner self-service and autonomy.
Identify high-touch manual partner interactions and prioritize opportunities to reduce dependency on them.
Own and redesign end-to-end partner processes, including onboarding, deal registration, quoting and ordering; optimize systems to improve partner autonomy.
Set process standards and KPIs, approve process changes, and ensure GPO, GSO and Partner Operations teams follow them.
Build business cases and define measures such as self-service adoption, cycle times and partner satisfaction.
Act as business owner and voice of the partner for partner-facing platforms.
Translate partner and field needs into prioritized business requirements and partner with Digital Transformation and Business Systems Analysts on system requirements and delivery plans.
Own partner data definitions, quality standards and stewardship in partnership with Partner Operations.
Establish and lead a partner data governance forum with clear accountability for data standards and capture.
Define and report partner data quality metrics and drive remediation with Digital Transformation and Business Systems Analysts.
Own strategy, priorities and outcomes for partner satisfaction, field councils and tool adoption.
Evolve measurement from tool adoption to overall partner satisfaction, with clear metrics and regular leadership reporting.
Ensure issues raised through councils are resolved and connect feedback themes to the partner autonomy roadmap.
Represent Everpure as the executive voice on partner experience, including at partner advisory councils.
Orchestrate organizational change across GPO and GSO, including changes to ways of working, roles and handoffs.
Develop and run change plans with PMO and Change Management support, including stakeholder alignment, communications, enablement and training.
Track adoption and reinforce new behaviors internally and with partners.
Work closely with Global Sales, Partner Operations, Digital Transformation, Finance, Marketing and Customer Experience.
Align stakeholders with competing priorities around a shared roadmap and drive decisions.
Provide concise updates to GPO and company leadership on progress, risks and decisions needed.