Customer Program Manager - Selangor, Malaysia - Quantum

Description

We are looking for a highly qualified Customer Program Manager as part of the Global Services team based in our Selangor, Malaysia office.

You will work collaboratively with all Service personnel, Regional Sales Managers, Quantum Legal Counsel and Quantum Channel Teams to enable the Quantum Service Partner in support of channel/reseller programs/objective and establish strategy, requirements, and follow-up on action items as agreed by partner by region.

• Provide training to internal teams on Quantum Service Partner developments, service & training pricing and obtain feedback on where improvements can be made.
• Coordinate training for partners in accordance with contractual requirements, including but not limited to providing visa letters, interacting with training team, and other tasks required to assist the partner in completing the required training.
• Generate and maintain up to date Program Guides, Partner Packages, documentation, and information on Service Partners, working collaboratively with internal Service, Marketing and Sales teams.
• Provide Quarterly Business Review by partner for internal discussion and complete scorecard metrics as well as external by partner upon request maintaining records by quarter.
• Follow up quarterly with relevant team members and Providers to ensure policies pertaining to the programs are being implemented.
• Drafting and negotiation of contractual agreements including but not limited to: contractual agreements for QSP, Self-Support customers, and hybrid models for QSP/TPM coverage in remote areas, ensuring to engage manager and Quantum legal as applicable.
• Weekly reporting on achievements, areas of difficulty, ideas for improvement, areas for development and needs for assistance to Manager.
• Ensuring that each partner is properly trained/certified to support the products they have agreed to support.
• Provide PowerPoint presentations upon request for QBRs and partner visits.
• Assist with other projects as applicable.
• Acknowledges the importance of delivering unparalleled customer satisfaction on every project.

• Coordinating and escalating all service provider support issues
• Maintain reporting for complaints and kudos reported by Quantum customers and Technical Support
• Work with customers concerning complains and negative survey responses to identify service improvements.
• Clearly communicate customer concerns about servicetoservice providers and work for improvement.
• Evaluating and implementing potential changes to service partners in problem areas
• Gathering and analyzing partner metrics in order, to continually improve partner service delivery.
• Develop process improvements for the team and service providers that add value to our organization globally.
• Coordinate training for partners in accordance with contractual requirements, including but not limited to, interacting with training team, and other tasks required to assist the partner in completing the required training.
• Drafting and negotiation of contractual agreements
• Weekly reporting on achievements, areas of difficulty, ideas for improvement, areas for development and needs for assistance to Manager.
• Develop and maintain process documentation.
• Provide PowerPoint presentations upon request for QBRs and partner visits.
• Assist with other projects as applicable for missed SLA
• Assist with gathering details from local providers for Root Cause Analysis and Corrective Actions after an escalation has been resolved.

• Ability to handle escalations from all TPM Providers that may appear in the TPM Escalation Queue
• Work with other TPM Program Managers for queue monitoring during EMEA Hours.
• Find a schedule that will allow project work for Program Managers
• Joins the On Call Rotation

• Bachelor's Degree or Higher Education is preferred.
• 3 years' experience in international Business Operations is a plus.
• 35 years of work professional experience
• Excellent written and verbal English communication skills.
• Ability to independently work with partner management on contractual and program issues that may arise.
• Experience working with vendors and/or Sales Channel partners is preferred.
• Must be able to instruct, guide, negotiate, coordinate, analyze and organize.
• Excellent interpersonal and presentation skills, effective listening.
• Resourcefulness and drive to meeting deliverables.
• Ability to productively collaborate with crossfunctional teams.
• A team player with leadership aptitude.
• Excellent timemanagement skills and the ability to multitask.
• Project management skills.
• Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Willingness and ability to work in a detailed and a