Partner Experience Specialist

Sandler Group Call Center Services; Mandaue; On-site; PHP 300,000 - 420,000; Full time

Job summary

The Sandler Group Call Center Services in Cebu is seeking a Partner Experience Specialist to work with the Channel Director to grow assigned Partners, handling quoting, ordering, and documentation across provider systems and APIs.

This role grants autonomy for first-level partner escalations, deciding when to resolve issues independently or involve the Regional Team Lead, with a strong emphasis on attention to detail and clear communication.

Qualifications

• Experience with partner management and service delivery.
• Strong attention to detail and documentation.

Responsibilities

• Partner Development: maintain and assist with ongoing partner development.
• Quoting & Solutioning: perform quote intake and analyze partner requests; recommend solutions across providers.
• Order Management: place orders and document internally for tracking and commissions.
• Subject Matter Expertise: develop SME knowledge across multiple technologies and providers.
• Provider Systems & APIs: learn and utilize multiple provider APIs for quoting, ordering, and escalations.
• Escalation Handling: handle first-level escalations with autonomy or escalate to Regional Team Lead.

Job description

Schedule: Monday to Friday
Shift: Night Shift (10:00 PM - 7:00 AM)
Work Setup: On-site only! No work-from-home or remote setup is offered
Location: Jayden Center Building, 402 M.C. Briones St., Tipolo, Mandaue City, Cebu

Position Summary

The Partner Experience Specialist works alongside the Channel Director to develop assigned Partners, serving as a trusted subject matter expert across multiple technologies and providers. The Specialist owns the quoting and ordering lifecycle - from intake and solution recommendation through order placement and internal documentation - and is equipped to self-serve across provider systems and APIs. Specialists carry full autonomy on first-level Partner escalations, deciding for themselves when to resolve an issue directly and when to bring in their Regional Team Lead.

Key Responsibilities

Partner Development

• Maintain and assist the Channel Director with the ongoing development of assigned Partners.

Quoting & Solutioning

• Perform quote intake and analysis for Partner requests.
• Recommend the appropriate solution and provider(s) to meet each Partner's needs.
• Manually quote opportunities or engage the appropriate provider contacts to obtain quotes.

Order Management

• Place orders directly, or engage the appropriate provider contacts to place orders.
• Document orders internally for tracking and commission-payment purposes.

Subject Matter Expertise

• Develop and maintain SME-level knowledge across multiple technologies - an extremely important part of this role.
• Know which providers are appropriate for a given request, so Partners can rely on that guidance with confidence.

Provider Systems & APIs

• Learn and manipulate multiple provider APIs to enable self-service quoting, ordering, and escalation handling.

Escalation Handling

Partner Experience Specialists assist with first-level escalations and have the autonomy to either work these independently or engage their Regional Team Lead, depending on the complexity of the issue and their own judgment.

Distinction from the Partner Experience Liaison role: Liaisons are more entry level, and their escalations are routed to the team lead by default. Specialists have earned the autonomy to make that call themselves.

Core Competencies

• Broad, working knowledge of multiple technologies and the provider landscape that supports them.
• Ability to translate a Partner's request into an accurate quote and a well-matched solution recommendation.
• Comfort learning and navigating multiple provider portals and APIs for quoting, ordering, and escalations.
• Strong attention to detail in internal order documentation, given its direct link to commission payment.
• Sound judgment for deciding when to resolve an escalation independently versus when to loop in the Regional Team Lead.
• Clear, confident communication with Partners, providers, and internal stakeholders.