The posting
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.
- 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.
- Salesforce CRM + Service
- Ticket Management - JIRA, Monday.com
- Slack
- G-Suite
WHAT YOU'LL DO:
- 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.
- 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.
- 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.
- 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.
- Collaborate with Product & Training teams to refine workflows, update knowledge base content, and enhance training resources.
- 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
California Privacy Notice: Personnel and Job Applicants
- Introduction
- Types of Personal Information We Collect
- Identification data – such as your name, gender, photograph, date of birth, employee IDs.
- Contact details – such as home and business address, telephone/email addresses, emergency contact details.
- Employment details – such as job title/position, office location, employment contract, performance and disciplinary records, grievance procedures, sickness/time-off records.
- Background information – such as academic/professional qualifications, education, CV/résumé, criminal records data (for vetting purposes, where permissible and in accordance with applicable law).
- Government identifiers – such as government issued ID/passport, immigration/visa status, or social security numbers.
- Information on your spouse/partner and/or dependents – such as your marital status, identification and contact data about them and information relevant to any Company benefits extended to such people.
- Financial information – such as bank details, tax information, withholdings, salary, benefits, expenses, company allowances, stock and equity grants.
- IT information – information required to provide access to company IT systems and networks (and information collected by / through those systems) such as IP addresses, log files and login information.
- Sources of Personal Information
- Certain background and other information from recruitment agencies, academic institutions, referees, background checking agencies and other third parties during your recruitment and/or employment/engagement.
- Certain information on your performance, conduct or other information relevant to formal internal procedures (e.g., disciplinary or whistleblowing procedures), from clients or other organizations with whom you work.
- Information on your training and development from external training partners and information about your experience and impressions of Company through external survey providers.
- Information about your health, including your fitness to carry out work and/or any accommodations or adjustments to be considered from a health care provider (as permitted by applicable law).
- Information on accidents or incidents from Company’s insurance brokers, insurers and their appointed agents, where they are involved.
- Information on tax payable from tax authorities and Company’s appointed payroll agents and tax/financial advisers.
- Information collected through Company’s IT systems and other devices.
- Information about your entitlement to participate in, or receive payments or benefits under, any insurance or pension plan or program provided by Company, from the relevant benefit provider or its appointed agent.
- Information from publicly available sources (e.g. news sources and/or from social media platforms) in connection with any investigation or formal procedure concerning the same (for instance, for the investigation of an allegation that a Personnel has breached our rules on social media use or conduct generally).
- Purposes for Processing Personal Information
- to help us conduct our business more effectively and efficiently – for example, for general HR resourcing, reporting or analytics, IT security/management, business continuity purposes, accounting purposes, or financial planning;
- to investigate violations of law or breaches of our own internal policies and more generally to protect the rights and interests of Company’s group, our employees, applicants and others. For instance, we may monitor your browsing or communications activity or location when using our devices or systems, if we suspect that you have been involved in phishing scams, fraudulent activity or activities in competition with or inconsistent with your work for Company.
- to help secure our networks and systems from unauthorized access, scams, and malicious code. For instance, we may monitor and review electronic mail communications sent or received using Company issued devices or accounts, or stored on or using such a device or account. We may also monitor and record each website visit, each chat session, newsgroup post, e-mail message, and each file transfer into and out of our systems and networks. Company may monitor this activity at any time, and, to the extent permitted by laws, users of our networks and systems should not expect privacy when using these systems and devices.
- in accordance with our Personal Device Policy. For instance, we may deploy security software on your personal device that monitors URLs for phishing risks and other security threats.
- to foster diversity, inclusion, and a welcoming work culture.
- Who We Share Your Personal Information With
- our benefit/reward plans service providers (including retirement plan and medical insurance providers);
- service providers who provide us with payroll, tax and expense administration support services;
- providers of our HR Platform, including our recruitment platform;
- service providers who provide, support and maintain our IT, security, and communications infrastructure (including for data storage purposes) and/or provide business continuity services;
- service providers who assist in the coordination and provision of relocation, travel and/or travel permit services (in connection with work-related travel);
- service providers who provide services in relation to staff training and/or qualifications and staff surveys, e.g.; and
- auditors, advisors, legal representatives and similar agents in connection with the advisory services they provide to us for legitimate business purposes and under a contractual prohibition of using the Personal Information for any other purpose.
- Where you have provided your consent;
- To comply with our legal obligations, including where necessary to abide by law, regulation or contract, or to respond to a court order, administrative or judicial process, including, but not limited to, a subpoena, government audit or search warrant;
- In response to lawful requests by public authorities (including for tax, immigration, health and safety, national security or law enforcement purposes);
- As necessary to establish, exercise or defend against potential, threatened or actual legal claims;
- Where necessary to protect your vital interests or those of another person; and/or
- In connection with the sale, assignment or other transfer of all or part of our business.
- Summary of Personal Information Collection, Use and Disclosure
- Your California Privacy Rights
- Right to Know
- The categories of Personal Information that we have collected about you.
- The categories of sources from which the Personal Information is collected.
- Our business or commercial purpose for collection, use, or disclosure of that Personal Information.
- The categories of third parties with whom we sell or share that personal information.
- Right to Data Portability
- Right to Delete
- Necessary to detect security incidents, protect against malicious, deceptive, fraudulent, or illegal activity; or prosecute those responsible for that activity;
- Reasonably anticipated within the context of your employment or engagement, or application for employment, with us;
- For solely internal uses that are reasonably aligned with your expectations based on your relationship with us;
- Necessary to comply with a legal obligation; or
- Otherwise necessary for internal use in a lawful manner that is compatible with the context in which you provided the Personal Information.
- Right to Correct
- Right to Limit the Use or Disclosure of Sensitive Personal Information
- Right to Nondiscrimination
- Exercising Your California Privacy Rights
- Data Retention Periods
- Updates to this Notice
- Contact Details
