Partner Operations Manager, Cloud Support

Google • Waterloo, ON

12d

About The Position

The Google Cloud Platform team helps customers transform and build what's next for their business — all with technology built in the cloud. Our products are developed for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. Our teams are dedicated to helping our customers — developers, small and large businesses, educational institutions and government agencies — see the benefits of our technology come to life. As part of an entrepreneurial team in this rapidly growing business, you will play a key role in understanding the needs of our customers and help shape the future of businesses of all sizes use technology to connect with customers, employees and partners.
Google Cloud Support helps users solve technical challenges with excellent user care. As a Partner Operations Manager, you will be part of a team of Partner Managers that work directly with strategic alliances, technology partners, resellers, managed service providers, and their clients to apply Google Cloud technology to deliver excellent user care. You will work closely with clients and partner-facing teams to build a partner support experience across all partner types and their Google Cloud customers. You will work closely with Google Cloud Support teams and our partner teams in your region to onboard and develop partners to deliver fully-managed support services to Google Cloud customers. You will manage sensitive partner escalations and represent the partner within the Google Cloud Support organization to help identify key trends in partner and customer needs.
Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.

Requirements

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in a technical project management or a customer-facing role.
• Experience managing internal/external stakeholders in a customer-support environment.
• Experience in a partner or channel manager role, building partner ecosystems.

Nice To Haves

• MBA or Master's degree in Computer Science or a related technical field.
• Experience helping integrate processes between Google and external parties and designing systems, tools and workflows to help integrations.
• Experience as a solution developer with Google Cloud Platform, or similar public cloud environments.
• Ability to interact with technical and non-technical groups and work well in an ambiguous, fast-changing environment.
• Ability to execute in a customer focused environment and advocate for customers and partners across a cross-functional organization.

Responsibilities

• Develop the technical integration design and plans and lead the effort to onboard new partners (e.g., strategic alliances, resellers, technology partners, managed service providers).
• Establish effective relationships and collaborate across all Google Cloud customer-facing teams in your region to deliver a unified approach with partners, and contribute strategically to the growth and direction of Google Cloud’s partner business.
• Lead ongoing management and monitoring of support quality provided by the partner to their clients.
• Complete regular reviews to evaluate and assess existing partner’s competencies along with key trends in customer needs to surface improvement or new tech adoption opportunities to partners.
• Interact directly with stakeholders to resolve high-profile escalations and challenges, and improve the customer experience and drive initiatives that increase their likelihood of success on Google Cloud Platform.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level