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Partner Marketing Concierge

Job Title: Partner Marketing Concierge
Contract Type: Permanent
Location: Kuala Lumpur
Industry:
Salary: RM Attractive
Contact Name: Priya Supramaniam
Contact Email: priya.supramaniam@ellwoodconsulting.com.my
Job Published: July 23, 2020 10:58

Job Description

About our client

Founded in 2000, A business-to-business provider of cloud-based, on-demand software for supply chains for computer, telecom and electronics systems, components and services. Our client us also a US based MNC. 

 
 

Your responsibilities

Partner Support

  • Provide world-class support for inbound partner inquiries.

  • Respond to inbound emails from partner users within 1 business day. Log the ticket using our CRM and track the ticket until resolved or reassigned.

  • Offer expert advice and clear instructions to partners visiting the site needing assistance.

  • Answer chat requests for assigned client sites. Use Guides and other support resources to help answer partner questions. Keep missed chats to a minimum.

  • Create and manage partner-facing support and enablement material.

  • Create in-language support and training material to help partners with platform functionality and marketing best practices. This includes video guides, How-To documents, webinar recording, best practices guides, and other material as requested by client or as assigned.

  • Language support determined by client contract requirements.

 

Partner Training

  • Conduct 1:1 and 1:many training sessions with partners with the purpose of demoing the site, platform functionality, and/or program initiatives.

  • Regular cadence of Open Training sessions for assigned clients (as determined by client contract requirements).

  • Regular webinars in region for every assigned client. This includes planning, execution, and follow up.

  • 1:1 trainings with partners as requested.

  • In-person participation in partner events as requested by client.

  • Language support determined by client contract requirements.

  • Align with client and partner program needs for focused training topics.

  • Select webinar and other training topics based on what client needs are, or in collaboration with global and regional stakeholders.

 

Proactive Outreach

  • Communicate with partners on a regular cadence to position the team as platform and marketing experts.

  • Partner outreach to promote the platform, its content and features, introduce the concierge service, or support client program initiatives. All communication is tracked in our CRM and reported to the client.

  • Localization determined by client contract requirements.

  • Create general awareness through focused and targeted messaging.

  • Segment audience to correspond with outreach message and use attractive call-to-action and email best practices to maximize responses.

 

Client Interactions

  • Build trust with our client stakeholders by reporting regularly to highlight outreach results, partner feedback, and overall partner and team successes.

  • Prepare concierge updates and attend regular client calls to report on completed activities and partner interactions.

  • Cadence of calls determined on a per-client basis.

  • Communicate regularly with client and regional stakeholders to align on messaging, program updates, partner needs, and how best to support partners using the platform.

  • Attend regular calls with client and regional stakeholders. Use email and calls to collaborate on partner communication. Share engagement plans and results quarterly.

 
 

You will have

  • Excellent computer skills including Microsoft Office suite and Outlook.

  • Intermediate to advanced Excel skills. Ability to draw from data to prepare report graphics.

  • Excellent communication skills, both written and verbal.

  • Must be comfortable presenting to a large crowd (virtually or in-person), as well as presenting to high-level executives.

  • Self-starter and well-organized. Will have to manage own schedule and calendar to fit multiple client and partner meetings, tasks, and track deliverables.

  • Great problem-solving skills, being able to troubleshoot and help find creative solutions.

  • Team player! Must be active member of a global team, collaborating on strategic goals and assisting with internal projects and initiatives.

  • Background in channel marketing a plus.

  • High proficiency in [LANGUAGE], spoken and written. Comfortable with business acumen in language.

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