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Google Partner Operations Manager, Tech Support, Google Cloud in Atlanta, Georgia

Minimum qualifications:

  • Bachelor's degree in a technical field or equivalent practical experience.

  • Experience in a partner or channel manager role, building partner ecosystems.

  • Experience managing internal stakeholders and external partners. Experience in a customer support environment.

  • Ability to travel up to 25% of the time.

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 diverse technical and non-technical groups and work well in ambiguity and a fast-changing environment.

  • Ability to execute in a customer focused environment and advocate for partners and customers in a cross-functional organization.

Cloud Support helps users solve technical challenges with excellent user care. As a Partner Operations Manager, you’ll be part of a team of Partner managers that work directly with strategic alliances, technology partners, top resellers, managed service providers, and their clients to apply Google Cloud technology to deliver excellent user care. In your region of operations, you will work closely with clients and partner facing teams to build a partner support experience across all partner types and their Google Cloud customers.

Your relationships and ability to identify and create technical and process integration points with partners and customers are crucial in helping grow our Google Cloud business and bringing our product portfolio into companies both big and small around the world. This will require you to work closely with Cloud Support teams and our partner teams in your 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 judgment with excellent technical assessment skills. Additionally, you will be the voice of the partner within the Cloud Support organization to help identify key trends in partner and customer needs.

Google Cloud helps millions of employees and organizations empower their employees, serve their customers, and build what’s next for their business — all with technology built in the cloud. Our products are engineered for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. And our teams are dedicated to helping our customers & developers see the benefits of our technology come to life.

  • Develop the technical integration design and plans and lead the effort to onboard new partners (e.g., strategic alliances, top 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. 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 client needs to surface improvement or new tech adoption opportunities to partners.

  • Interact directly with stakeholders to resolve high-profile escalations and challenge. Improve the customer experience and drive initiatives that increase their likelihood of success on Google Cloud Platform.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy (https://careers.google.com/eeo/) and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form (https://goo.gl/forms/aBt6Pu71i1kzpLHe2) .