Partner Operations Manager, Cloud Support, Google Cloud (English, Japanese)

Minimum qualifications:

• Bachelor's degree in a technical field or equivalent practical experience.
• 5 years of experience in a partner or channel manager role, building partner ecosystems.
• Experience with managing internal stakeholders and external partners in a customer-support environment.
• Ability to speak and write in English and Japanese fluently to manage stakeholders.

Preferred qualifications:

• MBA or Master’s degree in Computer Science, or a related field.
• Experience helping integrate processes between Google and external parties, and designing systems, tools, and workflows to help integrations.
• Experience as a solution engineer or developer with Google Cloud Platform, or similar public cloud environments.
• Ability to interact with technical and non-technical groups and work well in an ambiguous, changing environment.
• Ability to execute in a customer-focused environment and advocate for partners and customers in a cross-functional organization.

About the job

The Google Cloud Platform team helps customers transform and build what's next for their business — all with technology built in the cloud. Our products are developed for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. Our teams are dedicated to helping our customers — developers, small and large businesses, educational institutions and government agencies — see the benefits of our technology come to life. As part of an entrepreneurial team in this rapidly growing business, you will play a key role in understanding the needs of our customers and help shape the future of businesses of all sizes use technology to connect with customers, employees and partners.

As a Partner Operations Manager, you will be part of a team of Partner Managers that work directly with strategic alliances, technology partners, resellers, managed service providers and their customers to apply Google Cloud technology to deliver excellent customer care. You will work closely with customer and partner facing teams to build excellent partner support experience across all partner types and their Google Cloud customers. You will identify and create technical and process integration points with partners and customers are crucial in helping grow Google Cloud business and bringing our product portfolio into companies both big and small around the world. You will work closely with Cloud Support teams and our partner teams in the region to onboard and develop partners to deliver fully-managed support services to Google Cloud customers. You will handle sensitive partner escalations by combining business acumen with effective technical assessment skills.

Responsibilities

• Develop the technical integration design and plans and lead the effort to onboard new partners (e.g., alliances, resellers, technology partners, managed service providers).
• Establish effective relationships and collaborate across all Google Cloud customer-facing teams in your region to deliver a unified approach with partners, and contribute strategically to the growth and direction of Google Cloud’s partner business.
• Lead ongoing management and monitoring of support quality provided by the partner to their clients.
• Complete regular reviews to evaluate and assess existing partner’s competencies along with key trends in customer needs to surface improvement or new tech adoption opportunities to partners.
• Interact directly with stakeholders to resolve high-profile escalations and issues, and improve the customer experience and drive initiatives that increase their likelihood of success on Google Cloud Platform.