Manager - Partner Services

The Manager, Partner Services will lead and scale the partner services function in India. You will be responsible for overseeing three specialized teams: Partner Engagement Desk: This team will serve as the primary contact for partners, addressing both technical and non-technical inquiries related to our offerings, programs, and engagement processes. Partner Success (Certified Implementation Provider - CIP): Focused on training, certifying, and ensuring CIPs, this team will ensure partners are equipped to provide and implement our solutions to maximize the success of our mutual customers. Technology Partner Services: Dedicated to supporting technology partners, this team will provide guidance for development and certification of partner-built integrations of Avalara products and services, including providing technical support and creating integration guides. Your responsibilities will include overseeing the execution of Partner Services to ensure high levels of quality and efficiency. You will collaborate with global Partner Services teams to coordinate efforts and define and revise processes. Working with teams like strategic alliances, partner development, partner support, and partner marketing, you will ensure a cohesive partner experience and optimize service offerings. Monitoring key performance indicators (KPIs) to track Partner Service levels, issue resolution times, and overall partner experience will be crucial. You will also engage with global Partner Services teams to facilitate team resource scheduling for coverage on multiple continents. Furthermore, you will streamline and enhance Partner Services processes, ensuring efficiency, scalability, and a seamless partner experience. Collaborating with global Partner Services teams to develop strategies to train new team members for success will be part of your role. You will serve as an escalation point for partner issues and work towards resolving them. Additionally, you will collaborate with all partner-facing teams to develop strategies to keep partners informed about updates, best practices, and business developments. Contributing to the partner strategy by identifying opportunities to enhance partner engagement and lead mutual success will also be essential. To be successful in this role, you will need a Bachelor's degree in engineering, operations, or a related field (Masters preferred). You should have 6+ years of experience in technology operations or a related function within a SaaS or technology company, along with 2+ years of experience in people management. Proficiency in CRM tools (e.g., Salesforce), partner portals (e.g., Mindmatrix), and support platforms is required. The Manager, Partner Services will report to the Director, Partner Management. Avalara provides a total rewards package including a great compensation package, paid time off, and paid parental leave. Employees are also eligible for bonuses. Health and wellness benefits vary by location but generally include private medical, life, and disability insurance. Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into business practices and organizational culture. The company has a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship. Join Avalara, a company that is defining the relationship between tax and tech, and be part of an innovative and disruptive team that is not slowing down in achieving its mission. Your career at Avalara will be unique and rewarding. Avalara is an Equal Opportunity Employer.,