Job Title: Channel Service Manager
Reporting to: Channel Director
Function: Sales
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 sales team is responsible for growing revenue and profit on all product and services supplied by Focus Group. 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:
1. Evaluate and optimise partner performance, create plans and provide recommendations where appropriate.
2. Be responsible and accountable for maintaining an accurate, current view of partner performance, capability and competency.
3. Collaborate with the Sales, Partner Channel Sales and Service to define and manage a list of key accounts.
4. Build strong, lasting relationships with our partners, providing a point of contact for escalations and day to day BAU support.
5. Participate in marketing planning and events with and for partners in collaboration with the channel sales team.
6. Provide a window into Focus for our Channel Partners for service and billing.
7. Manage CP inbox for day-to-day queries.
8. A point of escalation for commission queries, missing customers, incorrect payments.
9. Provide training to partners where appropriate.
10. Manage individual one-off projects – PSTN withdrawal, Channel Improvement Plan, Service Now.
Essential Skills:
1. Experience specifically supporting software/hardware deployment operations.
2. Experience in customer relationship management and service level management.
3. Good experience of handling service escalations and working as part of a virtual team.
4. General comprehension of telephony and IT technologies. Familiarity with ITIL framework – particularly incident management, change requests, problem management and service/help desk operations.
5. Experience working with large customer accounts as a service manager or related function.
6. Excellent customer service skills.
7. Team-oriented.
8. Good oral and written communication skills.
9. Able to demonstrate good stakeholder management.
10. Excellent negotiation skills.
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