Intrado is a global provider of communication and network infrastructure services. Intrado helps its clients more effectively communicate, collaborate and connect with their audiences through a diverse portfolio of solutions that include unified communications services, safety services, interactive services such as automated notifications, telecom services and specialty agent services. For 30 years, Intrado has provided reliable, high-quality, voice and data services. Intrado has sales and operations in the United States, Canada, Europe, the Middle East, Asia Pacific and Latin America.
Intrado Digital Media is hiring a Channel Partner Success Manager. The Manager will be responsible for developing strategies to service partners and grow the Digital Media (DM) Channel as a Service (CaaS) program. This individual must have excellent verbal communication skills and be comfortable leading conversations internally and with partners at all levels of the organization. Since the Channel Partner Success Manager will be responsible for preparing documentation, strong writing skills are required, as well as the ability to quickly prepare content for review internally. The Channel Partner Success Manager should also have strong analytical and problem-solving skills and be prepared to review information and develop solutions that empower and facilitate success for DM partners. This position also consults and strategizes with partners that plan to launch Webcasting and online events using any of the DM products/services. Candidates with Webcasting and Virtual Event experience will be highly considered.
Essential Duties and Responsibilities
•Must have a commitment to learning the channel business model and understanding our partners' customer use cases.
•Advise partner production/services teams on best practices related to use of the Intrado Studio and Virtual Events platform. Including templates, migration strategies, integrations, account setup, troubleshooting, etc.
•Own all service and support related partner processes. Review and revise frequently to make these processes better and more effective for our partners and for Intrado.
•Ensure partners receive support follow-up in a timely manner. Hold meetings with services leadership to identify training gaps, common issues, and streamlined processes. Point of escalation for product issues and support tickets.
•Coordinate partner post-sales needs with Intrado training team, development, and Solutions.
•Responsible for overseeing reseller onboarding for Studio Virtual Events including setting up tenants, providing access to training materials, checking progress, and coordinating with Training and Support teams.
•Responsible for accurate monthly tenant usage billing for self-service resellers. Ensure Intrado services requested from the partner production teams are billed before work starts, and BigTime projects created for internal hour tracking.
•Deliver strategy playbooks containing partnership rules of engagement, go to market strategies, and additional recommendations for success
•Prepare process and operational documentation that supports the CaaS partner enablement methodology and provides direction for new partners
•Continually analyze existing partner processes and strategies to identify areas of improvement and provide solutions.
* Bachelor's degree from an accredited college or university with major course work in business
administration, communication, project management, marketing, or a related field required
* Equivalent work experience in a similar position may be substituted for educational
* Minimum 4 years increasingly responsible customer service, account management or client
development experience required to include providing service to top level clients
* Minimum 2 years' experience in preparing various business analyses preferred (e.g.,
Scorecards, SWOT, Reverse Engineering, Communication Plans, ROI, Total cost of Ownership,
* Minimum 2 year project lead or supervisory experience preferred
* Intermediate knowledge of Word, PowerPoint, and Excel required
* Based on department need, up to 10% travel time may be required
Candidates with the following experience & skills will be highly considered:
oPast experience in customer facing role in Customer Success and/or Project Management
oExperience maintaining long-term relationships, especially with people from all levels of an organization
oHave worked both on a team and individually with proven results
oExperience developing and/or executing online learning experiences and content
oWebcasting & Virtual Events
oExceptional written and verbal communication skills and ability to communicate effectively with all levels inside an organization
oAbility to create and execute streamlined workflow processes
oTechnical aptitude and ability to quickly learn software programs
oExperience with various project management, collaboration, development and/or eLearning tools. Examples include SmartSheet, Project, Atlassian, Oracle etc.
oComfortable working in a fast-paced environment and under pressure
Intrado is connecting people and ideas.
We are delivering on their potential.
We are improving the way we work and live.
At Intrado, we are dedicated to delivering and improving upon new channels, new capabilities and new choices for how businesses and consumers collaborate, connect and transact. We develop technology-enabled communications that change the way we work and improve the way we live. We are a collective effort of enterprise and individuals, of communities and customers, of partnerships and families. We are the sum of our entire network - based on the four pillars of trust, innovation, collaboration, and execution and the hard work of people who share our vision. We are at the core of a technology and communications engine that is changing the world.
We Connect. We Deliver. We are INTRADO.
Equal Opportunity Employer/Veterans/Disabled