Manage partners with Level 1 and/or Level 2 obligations to ensure our end customer’s experience meets Cloudera’s standards of excellence
Ensure partners are enabled to provide support via training, tooling, best practices, etc.
Regularly review the partner support deliverables for Cloudera’s partner ecosystem
Monitor Service Level Agreements and other key performance indicators (KPI)
Drive regular weekly/monthly/quarterly reporting of partner support performance on contractual obligations and KPIs
Run quality checks to ensure that partner support cases are handled with a high technical aptitude commensurate with defined L1/L2/L3 contractual obligations
Coordinate, communicate, and lead cross-functional efforts around escalations and engineering needs for the partner ecosystem
Contribute to partner support contract improvements as driven by Cloudera’s support benchmarks
Set standards for engagement between partner support and Cloudera
Set standards for engagement and act as a liaison between the partner’s support organization and Cloudera support
Perform data analysis and present the results to Sr. Leadership across multiple business units
Drive ongoing strategic interlock to ensure alignment on short-term and long-term priorities and measurable business outcomes

2+ years of Support Management or Sustaining Engineering Management
Bsc/Msc in related field or equivalent experience
Strong analytical skills regarding technical and project management
Excellent written and verbal communication, presentation, and interpersonal skills including the ability to interact, communicate and build relationships with all levels of personnel from front-line to C-level executives
Experience in working with cross-functional/cross-department teams
Experience in project management is preferred
A self-starter with strong organizational skills and resolution management
Excellent attention to detail with the ability to manage competing demands

Technical Program Manager, Partner Support

Key skills