Job Title: Channel Service Manager
Location: Shoreham by Sea
Salary: £33,000 - £36,000
About Us: Established in 2003, Focus Group is proud to be one of the UK's fastest growing independent providers of essential business technology, providing digital workplace solutions to over 30,000 customers across the UK. From our small but ambitious beginnings, we have grown into a nationwide company with over 1000 employees across 16 offices and have recently joined the ranks of Britain's private company ‘unicorns' after securing a new $1bn valuation.
Job Purpose: The Channel team is the specialist department that deals directly with our channel partners. The purpose of the Channel Service Manager is to support this department with the handling of all customer issues.
Principal Responsibilities/Duties
* Evaluate and optimise partner performance, create plans and provide recommendations where appropriate.
* Be responsible and accountable for maintaining an accurate, current view of partner performance, capability and competency.
* Collaborate with the Sales, Partner Channel Sales and Service to define and manage a list of key accounts.
* Build strong, lasting relationships with our partners, providing a point of contact for escalations and day to day BAU support.
* Participate in marketing planning and events with and for partners in collaboration with the channel sales team.
* Provide a window into Focus for our Channel Partners for service and billing.
Tasks Include
* Manage CP inbox for day-to-day queries.
* A point of escalation for commission queries, missing customers, incorrect payments.
* Provide training to partners where appropriate.
* Synergy account set up and management.
* Manage individual one-off projects - PSTN withdrawal, Channel Improvement Plan.
* Liaise with Service Management when needed.
* Manage Partner agreements in partnership with Channel Sales.
* Keep Synergy updated with any changes, contracts, stop-commissions etc.
* Point of escalation for Service issues, tickets etc.
* Answer general questions from channel partners within the agreed SLA.
Essential Skills
* Experience specifically supporting software/hardware deployment operations.
* Experience in customer relationship management and service level management.
* Good experience of handling service escalations and working as part of a virtual team.
* General comprehension of telephony and IT technologies.
* Familiarity with ITIL framework - particularly incident management, change requests, problem management and service/help desk operations.
* Experience working with large customer accounts as a service manager or related function.
* Excellent customer service skills.
* Team-oriented.
* Good oral and written communication skills.
* Able to demonstrate good stakeholder management.
* Excellent negotiation skills.
Seniority Level
Mid-Senior level
Employment Type
Full-time
Job Function
Technology, Information and Internet
Benefits: At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business. We're proud to have built an outstanding place to work where people thrive and are recognised for their achievements.
#J-18808-Ljbffr