Sr. Manager, Technical Partner Operations



IT, Operations
Boston, MA, USA
Posted on Friday, June 14, 2024

Bevi is on a mission to disrupt the beverage supply chain and replace single-use water bottles with smart water machines. Thousands of companies use Bevi to sustainably provide their employees with pure, sparkling, and flavored water at work. As the market leader in IoT-enabled beverage machines, we’ve raised over $160M in venture capital and we have grown tremendously each year since launch. In addition to maintaining hypergrowth with our current product line, Bevi is heavily investing in new product development.

We are seeking a Sr. Manager for Technical Partner Operations to join Bevi’s Customer Care Operations Team. This role will lead the Technical Partner Operations team to optimize the customer experience for our Partners and keep Bevi machines up and running in the field. This role is critical in ensuring key Partner accounts have outstanding service via proactive outreach and ensure Technical Partner Managers are available for technical support inquiries and escalations. You will own the experience and work cross functionally with our Sales and Product teams to surface trends, suggest Partner training opportunities, and close the loop on critical machine issues.

Role Responsibilities

  • Lead, coach and develops a team of Technical Partner Managers, accountable for the technical success of our distribution partners
  • Develop and maintain relationships with Partner Service Managers to ensure that all needs are met and questions are answered
  • Drive key relationship initiatives such as machine uptime optimization, Partner trainings, and regular QBR touch points
  • Create an organized structure for the team and communicate expected KPIs with defined mission statement and strategy
  • Circulate a regularly maintained KPI dashboard for Partner Accounts and team’s success against goals
  • Identify Partner training needs and develop roadmap to organize and address
  • Takes ownership of complex technical issues from the team and works with the Customer Care team to address and close out
  • Uses Zendesk to document issues, respond to Partner customers and Partner Technicians as necessary, and follow-up to ensure the issue is complete and resolved
  • Presents KPIs monthly and develops a plan for addressing Partner Customer pain points as trends emerge
  • Develops and maintains a technical roadmap for the development of processes and optimization of efficiency using available data resources to prioritize by KPI, value, or savings
  • Accountable for maintaining a daily operational minimum for tickets handled and problems solved with reporting delivered weekly
  • Organize the team around Partners who require the most prioritized service based on data available from Sales and Care
  • Serves as escalation point of contact for technical issues from Technical Partner Managers, identifying trends with Quality and Engineering and closing the loop with the team
  • Drive Customer Care strategy as a key member of the Customer Care leadership team