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Senior Manager - Partner Support

Klarity

Klarity

Customer Service
Bengaluru, Karnataka, India
Posted on Monday, June 17, 2024

About Klarity

Klarity (YC S18) automates Unstructured-Document workflows using GenAI. Our vision is a future of Exponential Organizations - companies that can hyper-scale without vast operational teams of humans reading documents..

Our customers include companies like DoorDash, CrowdStrike, Cloudflare and Zoom. They use Klarity to (1) save time and cost, (2) reduce compliance risk, and (3) speed up manual contract review. But talk is cheap, so try our demo!

We found strong Product Market Fit in 2020 and raised an $18m Series A in Dec 2021. We have since more than 6x’d revenue.

The Klarity Operations is a diverse team that supports our customers in automating their workflows. The team relies on GenAI tools - both internal and external - to automate customer document review processes. It is a truly first-of-a-kind team in the world where a group of non-engineers are single handedly building and delivering powerful GenAI automations for customers at unprecedented speed and scale. We are looking to build a new team to support our Partners who will be selling Klarity’s product to potential customers.

The Partner Support Manager will be responsible for overseeing and managing the support operations for our partners. This role involves providing an excellent onboarding & training framework for our partners, customer service, troubleshooting partner issues, and implementing strategies to enhance partner satisfaction and retention.

We are looking for highly motivated individuals who are passionate about GenAI, Technology and our mission and can join our team to make significant contributions to help setup and execute our partner strategy at scale.

Location: Bangalore

Job Duration: Permanent

Experience: 10 - 12 Years

Responsibilities:

  1. Partner Relationship Management:

    • Develop and maintain strong relationships with partners, serving as their main point of contact for support-related inquiries and concerns.

    • Regularly communicate with partners to understand their needs, challenges, and feedback, and provide appropriate solutions and assistance.

  2. Training and Certification:

    • Hire and train a team of exceptional trainers who can execute the training charter for our partners.

    • Develop training materials and resources for partners to facilitate self-service and improve overall satisfaction.

    • Create and maintain documentation such as FAQs, troubleshooting guides, and knowledge base articles to assist partners with common issues.

    • Develop a certification program for Partners.

  3. Partner Sales Support:

    • Hire a team and enable them to support our partners on an ongoing basis post certification to execute sales.

    • Support the partners with post sale support like Configuration, implementation, automation and go-live support.

  4. Support Operations:

    • Manage the partner support team, including hiring, training, and performance management.

    • Develop and implement support processes and procedures to ensure timely and effective resolution of partner issues.

    • Monitor support ticket queues and ensure all partner inquiries are addressed promptly and professionally.

    • Investigate and troubleshoot partner issues, working closely with internal teams such as product, engineering, and sales to resolve complex problems.

    • Escalate unresolved issues to the appropriate departments and follow up to ensure timely resolution.

  5. Performance Analysis:

    • Analyze partner support metrics and KPIs to identify trends, areas for improvement, and opportunities to enhance partner satisfaction.

    • Prepare regular reports and presentations to communicate, support performance and make recommendations for improvement.

You will love this job if you:

  • Thrive in a fast-paced and ever evolving environment.

  • Identify deeply with the work you do and want something more than a boring 9 to 5.

  • Hold ourselves accountable for the output in a minimally supervised environment.

  • Enjoy working in a cross-functional team and collaborate with sales executives, engineers and operations.

  • Are intrigued by GenAI and technology.

  • Enjoy working with a diverse team.

  • Pay attention to detail and are able to perform well in high pressure situations.

Requirements:

  • A degree from a recognized university.

  • Relevant professional experience (10 - 12 years).

  • Knowledge of GenAI and technologies used in the automation industry.

  • Ownership to independently handle tasks and responsibilities;

  • Ability to understand the business requirements and work alongside stakeholders

  • Strong interpersonal and communication skills

  • Ability to work in a collaborative and dynamic environment.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status