THE ROLE:

At FEVO, we are dedicated to enhancing client success through comprehensive support and continuous improvement. Our Partner Support Team is crucial in ensuring seamless offer management, technical troubleshooting, and ongoing client engagement. The Partner Support Manager plays a critical role in managing complex client interactions, ensuring timely and accurate support, and driving partner satisfaction through proactive engagement and troubleshooting. This role will tackle advanced technical issues, execute complex offer configurations, and maintain close alignment with the Success, Training, Product, and Tech teams to meet high standards of service.

This position reports directly to our Senior Manager, Partner Support. As a team member, you'll collaborate with a community of innovative, high-performing individuals excelling at building deep, mutually beneficial relationships in addition to creating exciting and innovative products.

This is a remote-based position in the U.S., with a salary range of $55,000 to $65,000 per year.

WHAT YOU'LL BRING:

Proven ability to manage and lead teams, with experience mentoring associates and fostering a collaborative, high-performance culture.
Demonstrated experience in team coordination, workload balancing, and leveraging team strengths to ensure efficient case resolution and adherence to SLAs.
Proficient in diagnosing and resolving complex technical issues, with a structured approach to identifying solutions for unique and challenging cases.
Strong written and verbal communication skills, with the ability to set client expectations, explain technical resolutions clearly, and keep clients informed on case status.
Excellent time-management skills, with the ability to manage and prioritize multiple escalated cases while meeting SLA requirements.
Ability to identify areas for improvement, recommend optimizations, and support the development of resources that streamline support workflows.
Willingness to collaborate with the Partner Support Associates, Implementation, Customer Support, and Tech teams to deliver high-quality, client-centered support.

Qualifications:

Proven ability to contribute to foster a collaborative, high-performance culture.
Demonstrated experience in team coordination, workload balancing, and leveraging team strengths to ensure efficient case resolution and adherence to SLAs.
Proficient in diagnosing and resolving complex technical issues, with a structured approach to identifying solutions for unique and challenging cases.
Strong written and verbal communication skills, with the ability to set client expectations, explain technical resolutions clearly, and keep clients informed on case status.
Excellent time-management skills, with the ability to manage and prioritize multiple escalated cases while meeting SLA requirements.
Ability to identify areas for improvement, recommend optimizations, and support the development of resources that streamline support workflows.
Willingness to collaborate cross-functionally to deliver high-quality, client-centered support.

Tech Stack:

Salesforce CRM + Service
Ticket Management - JIRA, Monday.com
Slack
G-Suite

WHAT YOU'LL DO:

KEY RESPONSIBILITIES

Client Management and Operational Execution:

Lead, mentor, and train Partner Support associates, fostering collaboration and ensuring SLA adherence.
Promptly address the day-to-day needs of client accounts and deliver tailored platform recommendations.

Advanced Case Handling and Escalation Management:

Prioritize and resolve escalated cases, ensuring adherence to SLA guidelines and maintaining client satisfaction.
Collaborate with Product and Technical teams for cases requiring specialized expertise or technical intervention.
Document escalation actions and resolutions to support knowledge sharing and process improvement.

Technical Troubleshooting and Issue Resolution:

Diagnose and resolve complex technical issues, including configuration errors and platform discrepancies.
Provide advanced guidance on platform features, addressing detailed "how-to" inquiries with step-by-step support.

Offer Management and Execution Support:

Oversee and execute intricate offer configurations, ensuring accuracy across front-end and back-end systems.
Conduct thorough testing and validation of offers to confirm alignment with client goals and functionality.
Provide insights and best practices to optimize offer setups and improve client outcomes.

Feedback Integration and Resource Optimization:

Collaborate with Product & Training teams to refine workflows, update knowledge base content, and enhance training resources.

Other Duties:

Perform other duties and responsibilities, as may be assigned.

WHAT YOU'LL GET:

Competitive base salary
Remote-based position within the U.S.
Comprehensive benefits package including health, dental and vision insurance, and supplemental benefits options
401(k) retirement plan
Flexible Paid Time Off
Opportunities for professional growth and development within an innovative and forward-thinking organization