Strategic Partner Success Lead – Platform Adoption

Anite; Olympia (WA); Remote; USD 109,000 - 182,000; Full time

Benefits offered by this job

Medical, dental and vision

401(k) Plan

Paid Holidays

Job summary

Keysight Technologies is seeking a Partner Success Manager to join the PIE team. You will drive partner engagement, platform adoption, onboarding, training, and program management to maximize value from the Keysight Software Manager (KSM) platform across the customer lifecycle.

Collaborating with Product Management, Engineering, QA, and Platform Operations, you will rollout new features, manage training programs and certifications, and ensure scalable communications so customers extract maximum

Qualifications

• Bachelor's degree in Business Management, Information Systems, Computer Science, or related field
• 7+ years of experience in Partner Success, Customer Success, Product Operations, Program Management, or similar roles
• In depth understanding of the end-to-end B2B software customer journey, touchpoints, and key drivers & constraints
• Deep understanding of the enterprise B2B software business operating model from new product introduction to order fulfillment to support & maintenance
• Demonstrated experience driving adoption & utility maximization, user onboarding & support, partner or customer enablement, and scaled communications
• Proven ability to define metrics, make data-driven decisions, navigate contradictory data-points, and build anecdote & data-supported narratives
• Strong project and program management skills, including leading initiatives across multiple teams and geographies without direct authority
• Exceptional coordination, communication, and presentation skills across technical, non-technical, and executive sponsor stakeholders

Responsibilities

• Establish & maintain trusted relationships with stakeholders across R&D, Sales, Support, Business Operations, Order Fulfillment, Finance, Legal, and other partner organizations
• Help partners achieve their business objectives by serving as a consultative expert & strategic advisor for CSED platforms, capabilities, operational models, policies, and best practices
• Represent CSED in cross-functional strategic initiatives
• Develop & deliver training programs, workshops, demonstrations, webinars, and recurring office hours for key stakeholder groups across Keysight
• Establish & lead critical partner engagement programs including Subject Matter Expert (SME) Forum, Brownbag Learning Sessions, Voice-of-Business / Voice-of-Customer, etc.
• Support CX improvement program, including through facilitation of UX studies
• Represent stakeholder & customer perspectives within internal forums to influence product roadmaps and strategic investments
• Drive adoption of new platform capabilities, policies, and processes. This includes organizing the program, engaging stakeholders, tracking & report progress, managing dependencies, etc.
• Support acquisition onboarding, migration, and change-management plans to accelerate realization of business value
• Partner with Product Management, Engineering, QA, and platform operations counterparts to support successful rollout of new features & products
• Own scaled communications on behalf of the team including roadmap updates, release notes, critical system announcements, etc.
• Own and maintain partner & customer knowledge bases, operational playbooks, FAQs, cheat-sheets, and relevant presentation collateral
• Launch an internal platform certification program that ensures baseline understanding of policies & capabilities, prior to enabling user access
• Create self-service online learning resources integrated with new hire onboarding learning paths to ensure baseline understanding of SW policy, operations, and licensing
• Codify institutional knowledge and best practices into written form
• Support business-critical workflows including new product introductions (NPI), software delivery & update management, order exception handling, and channel partner operations
• Practice continuous improvement to identify process bottlenecks, operational risks, and scaling opportunities; partner with product team to deliver programmatic solutions
• Coordinate investigation and resolution of complex technical issues, business escalations, and customer incidents; facilitate root cause analysis exercises to prevent future recurrences

Skills

Partner Success

Customer Success

Program Management

Stakeholder Management

Data-driven decision making

Cross-functional collaboration

Education

Bachelor's degree

Tools

SQL

Job description

Keysight Technologies is seeking a Partner Success Manager to join the PIE team. You will drive partner engagement, platform adoption, onboarding, training, and program management to maximize value from the Keysight Software Manager (KSM) platform across the customer lifecycle.

Collaborating with Product Management, Engineering, QA, and Platform Operations, you will rollout new features, manage training programs and certifications, and ensure scalable communications so customers extract maximum