Partner Operations Manager, Cloud Support
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Please submit your resume in English - we can only consider applications submitted in this language.
Only applications of candidates with Mexican citizenship will be evaluated for this role in compliance with the provisions of Article 7 of the Federal Labor Law.
Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in a technical project management or a customer-facing role.
- Experience managing internal/external stakeholders in a customer-support environment.
- Experience in a partner or channel manager role, building partner ecosystems.
Preferred qualifications:
- MBA or Master's degree in Computer Science or a related technical field.
- Experience helping integrate processes between Google and external parties and designing systems, tools and workflows to help integrations.
- Experience as a solution developer with Google Cloud Platform, or similar public cloud environments.
- Ability to interact with technical and non-technical groups and work well in an ambiguous, fast-changing environment.
- Ability to execute in a customer focused environment and advocate for customers and partners across a cross-functional organization.
About the job
The Google Cloud Platform team helps customers transform and build what's next for their business — all with technology built in the cloud. Our products are developed for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. Our teams are dedicated to helping our customers — developers, small and large businesses, educational institutions and government agencies — see the benefits of our technology come to life. As part of an entrepreneurial team in this rapidly growing business, you will play a key role in understanding the needs of our customers and help shape the future of businesses of all sizes use technology to connect with customers, employees and partners.
Google Cloud Support helps users solve technical challenges with excellent user care. As a Partner Operations Manager, you will be part of a team of Partner Managers that work directly with strategic alliances, technology partners, resellers, managed service providers, and their clients to apply Google Cloud technology to deliver excellent user care. You will work closely with clients and partner-facing teams to build a partner support experience across all partner types and their Google Cloud customers. You will work closely with Google Cloud Support teams and our partner teams in your region to onboard and develop partners to deliver fully-managed support services to Google Cloud customers. You will manage sensitive partner escalations and represent the partner within the Google Cloud Support organization to help identify key trends in partner and customer needs.
Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.Responsibilities
- Develop the technical integration design and plans and lead the effort to onboard new partners (e.g., strategic alliances, resellers, technology partners, managed service providers).
- Establish effective relationships and collaborate across all Google Cloud customer-facing teams in your region to deliver a unified approach with partners, and contribute strategically to the growth and direction of Google Cloud’s partner business.
- Lead ongoing management and monitoring of support quality provided by the partner to their clients.
- Complete regular reviews to evaluate and assess existing partner’s competencies along with key trends in customer needs to surface improvement or new tech adoption opportunities to partners.
- Interact directly with stakeholders to resolve high-profile escalations and challenges, and improve the customer experience and drive initiatives that increase their likelihood of success on Google Cloud Platform.
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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.
If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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