Technical Support Partner Manager

Partner Management:

§ Act as interface and escalation point with partner for all matters: technical, process, systems, financial

§ Coordinate regular operational reviews with partners

§ Monitor key performance indicators and follow-up on action plans

§ Manage operational cost: validate resource requirements and monthly invoices

§ Track payment of invoices to partner and credit notes from partner to Lexmark

§ Ensure process and system change requirements are implemented by partner in due time

Internal Interactions:

§ Interface, establish and maintain effective working relationships with country management

§ Contribute to teamwork, and cooperate with all members focusing on the entire EMEA Region

§ Understand and apply systems, tools used by EMEA Service Organization (Siebel CRM)

§ Worldwide Cooperation: support and contribute to global Projects, establish efficient cooperation with headquarters and other GEOs

§ Project management: initiate or coordinate and lead assigned contact center projects

§ Focus on End-to-End customer satisfaction and processes with partners and in cooperation with the other departments.