isolved

isolved Network Partner Support Manager Jobs at isolved

isolved Network Partner Support Manager Jobs at isolved

Sample isolved Network Partner Support Manager Job Description

isolved Network Partner Support Manager

isolved is a leading human capital management (HCM) SaaS technology company delivering key workforce functions within one robust, easy-to-use platform.   isolved helps customers manage all their mission-critical people functions including payroll, HR, time & attendance, benefits, hire and onboarding from a single application. The isolved platform is a proven winner evidenced by its rapid adoption in the SMB market with more than 145,000 customers and growing user base of 5 million. For more information, visit www.isolvedhcm.com

 

The isolved Network is the fastest growing business within isolved with over 100 Certified Network Partners across the United States and nearly 2 million end users.  Network partners represent our company's most strategic set of accounts and are significant drivers of growth.   

 

PRIMARY RESPONSIBILITIES OF THIS POSITION

The Partner Support Manager is responsible for the following:

  • Day to day management of isolved's Certified Network Partners (CNPs) operations support team. The team primarily provides remote technical support services to customers, partners, and isolved internal stakeholders ensuring the proper operations of isolved products in all environments
  • Aligning with the support team to facilitate the appropriate support and timely resolution of all reported issues, while maintaining the highest level of customer satisfaction and efficient operations delivered against defined metrics
  • Collaborate with other departments within isolved to ensure CNPs most pressing technological challenges and gaps are addressed and resolved, most notably with the internal third level support and development teams
  • Ensure that the necessary processes and policies are in place and are adhered to meet the service level agreements and satisfaction goals of the organization.
  • Ensure all CNP issues are being addressed in a timely and professional manner. Adhering to operational metrics such as CNP satisfaction scores, case closure, response times and backlog management.
  • Develop policies and procedures to ensure consistent service delivery across the CNP base with a constant focus of improving satisfaction.
  • Manage and track escalations ensuring thorough and timely updates to CNPs
  • Oversee documentation and maintenance of CNP information and ensuring support staff adhere to ticket updating guidelines
  • Simultaneously handle several open issues/questions in various stages of resolution and ensure caseload is handled in a timely basis to provide the CNP with a positive support experience.
  • Contribute to the evolution and improvement of the partner support process by providing feedback and sharing ideas that will increase partner satisfaction, drive efficiency and enhance our technical capability.
  • Defines growth and career plans for all members of the team, including training, certifications, and any additional skills needed to be successful
  • Perform supervisory duties such as interviewing, making hiring decisions, conducting performance reviews and initiating disciplinary action as needed

 

EDUCATION AND EXPERIENCE NEEDED FOR THIS POSITION

 

  • 4 year degree or equivalent business experience; HCM/PEO experience a plus
  • 3+ years of leadership role in customer success or account management in a SaaS or software company is preferred
  • 2+ years of technical assistance/support role
  • Proven track record of working in a customer facing role

 

SKILLS AND QUALIFICATIONS REQUIRED FOR THIS POSITION

 

  • Experience working with, and managing stakeholders and customers
  • A high level of accuracy and attention to detail is required
  • Excellent presentation, written communication and interpersonal skills
  • Flexible approach, ability to adapt quickly and operate effectively within a dynamic, growth-oriented company
  • Ability to solve unique and highly complex technical, operational, and organizational problems.
  • Ability to lead and manage the performance of team against a set of financial and operational objectives.
  • Ability to influence and negotiate with senior leaders.
  • Experience managing projects with enterprise-wide implications.
  • High level of ownership, urgency, and drive. Proven track record of getting things done, managing multiple tasks including communication with internal and external teams while consistently delivering on schedule

 

 

 

PHYSICAL DEMANDS AND WORK ENVIRONMENT

Normal working conditions require normal to close concentration, visual attention and manual dexterity. Lifting requirements less than 10 pounds.  Moderate noise.

 

DISCLAIMER:

The lists under Essential Functions and Additional Responsibilities are not exhaustive but are merely the most accurate lists for the current job. Management reserves the right to revise the job description and to require that other tasks be performed when the circumstances of the job change.

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In order to provide equal employment and advancement opportunities to all individuals, employment decisions at isolved will be based on merit, qualifications, and abilities. isolved does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law.

In compliance with the ADA Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for this position with our organization, please email Careers@isolvedhcm.com.

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