Customer Success Manager - Channel Partners

Job Description

Unifonic is a customer engagement platform that enables organizations to delight customers with remarkable omnichannel experiences. By unifying communication channels, messaging apps, and chatbots, Unifonic streamlines conversations at every touchpoint throughout the customer journey. Customer Success Manager - Channel PartnersThe Strategic Partnerships team at Unifonic is looking for a Customer Success Manager - Channel Partners to support Channel Partners and Strategic Partners (AWS, Microsoft, Oracle, META, etc.) in successful Unifonic solutions projects landing, and implementation, and scaling. In this role, you will be accountable for providing an outstanding customer experience for Unifonic Channel Sales Partners and their B2B customers, as well as leading the regional Channel Partners relationship, while being the central touchpoint with Channel Sales Partners, orchestrating the post-sales customer lifecycle, in partnership with Unifonic Product, Engineering, Developers, Sales, and Support teams. The ideal candidate has a systematic approach to problem-solving, and strong analytical and organizational skills. The responsibilities of the Customer Success Manager - Channel Partners include but are not limited to:

• Focus on high-yielding regional channel partners and their respective Industry/Vertical solutions.
• Become/earn the trusted advisor status with Channel Sales Partners, while partnering with internal cross-functional teams to understand channel partners/customers goals and key performance metrics and exceed those goals throughout the customer life cycle.
• Co-own the retention, adoption, and expansion of UNIFONIC services within all B2B customer verticals sold by channel partners, exceedingquarterlyretentiongoals.
• Ensure Unifonic Channel Partners project landing, customer health, and success, resulting in end-customers satisfaction and advocacy. 
• Manage relationshipswithPartnerstomaintain overallcustomerhealth and growth.
• Monitorandproactively resolvesolution implementation risksfacing Channel Sales Partners.
•  Manage 25 40 Channel Partners and execute on key objectives across the Unifonic portfolio.
• Develop strategic relationships with UNIFONIC Channel Sales Partners to deliver maximum value for the end customer.
• Develop success plans and business reviews for Channel Partners and their respective end customers, that outline critical success factors, metrics for success, potential issues, and recommendations.
• Help position against competitors through channel sales partners and B2B motion.
• Organize and orchestrate cross-functional resources to fulfill Channel partners requirements, and proactively engage in helping end customers business success.
• Schedule health checkmeetings,withkeystakeholders,toensure Channel Sales partners business goals are met.
• Be thepointofescalation and helpmanageB2B Channel Partnersexpectations.
• Help drive faster ROI on UNIFONIC solutions, through B2B Channel Partners.
• Voice internally the customer experience, whether it is a success story/best practice or a challenge/pain point, by continuously giving additional Channel Sales Partners and End-Customers insights, to all relevant internal stakeholders.

• Hands-on 5-7 years of experience in B2B Partner/Channel/ Enterprise Key Account Management or Client Relations, preferably in telecommunications or IT industry or Cloud Communications.
• Proven track record of successfully developing and managing customer relationships, including C-level relationships.
• Experience managing a portfolio of top-tier, strategic partners.
• Strong project management skills, with proven results working as a strategic advisor to drive value for customers.
• CPaaS, Telecommunications, and DevOps knowledge/experience are preferred.
• Ability to interpret customer data and trends, leveraging data to build POV for customers and/or internal stakeholders.
• Excellent understanding of the Customer Journey.
• Bachelors Degree in Business, Management, Communications, IT, Telecommunications or other related degrees; or equivalent combination of education and experience.
• Strong analytical and organizational skills, with a systematic approach to problems.
• Vital networking & relationship building skills.
• Fluency in English and Arabic with excellent writing/editing and verbal communication skills.

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