Director, Partner Experience

THE ROLE:

Our partners should be able to autonomously do business with Everpure quickly and confidently. As Director, Partner Experience, you will own the strategy, processes and execution to make that happen: increasing partner self-sufficiency, removing friction from every partner touchpoint, and reducing our cost-to-serve. This work will directly impact Sales productivity, Finance and Operations workload, and partner profitability.

This is a business leadership role that sits at the intersection of partners, the field and technology. You will own the business side of the partner experience, defining what partners and the field need and bridging those business requirements to our Digital Transformation team, who build and run the systems, with support from Business Systems Analysts. You will also own partner data health: the definitions, quality standards and governance that make sure partner data is captured correctly and can be trusted.

You will own the overall direction, priorities and outcomes for partner autonomy, spanning partner satisfaction, tool adoption, end-to-end partner process ownership, partner data health, change management and system optimization. You will set the strategy and success measures, and make sure partner and field feedback turns into prioritized enhancements that land so the overall partner experience measurably improves. Because partner autonomy requires real change in how the GPO and GSO organizations work, you will orchestrate that change, with support from PMO and Change Management.

WHAT YOU’LL DO

• Set and drive the partner autonomy strategy and own the processes that deliver it
• Define a multi-year vision and roadmap for partner self-service and autonomy 
• Identify where partners depend on manual, high-touch support today and prioritize the highest-value opportunities to remove that dependency
• Own the end-to-end partner processes that drive autonomy, from onboarding through deal registration, quoting and ordering, and lead their redesign and system optimization to deliver measurable gains in partner autonomy
• Serve as the accountable process owner: set process standards and KPIs, approve process changes, and make sure GPO, GSO and Partner Operations teams operate within them
• Build business cases and define success metrics such as self-service adoption, cycle times, and partner satisfaction
• Own partner experience business requirements
• Serve as the business owner and voice of the partner for partner-facing platforms
• Translate partner and field needs into clear, prioritized business requirements, and partner with Digital Transformation and Business Systems Analysts to turn them into system requirements and delivery plans
• Own partner data health and governance
• Own partner data definitions, quality standards and the stewardship model, in partnership with Partner Operations
• Establish and lead the partner data governance forum that keeps standards enforced, with clear accountability for how and where partner data is captured
• Define and report on partner data quality metrics, and drive remediation with Digital Transformation and Business Systems Analysts
• Own partner satisfaction and the feedback loop
• Own the strategy, priorities and outcomes for partner satisfaction, field councils and tool adoption
• Drive the evolution from tool adoption to overall partner satisfaction, with clear metrics and regular reporting to leadership
• Make sure friction surfaced by councils is resolved and connect themes to the broader autonomy roadmap
• Serve as Everpure’s executive voice to partners on the partner experience, including at partner advisory councils
• Lead the change that partner autonomy requires
• Orchestrate the organizational change partner autonomy requires across the GPO and GSO organizations, including new ways of working, roles and handoffs
• With support from PMO and Change Management, build and run change plans covering stakeholder alignment, communications, enablement and training
• Track adoption and reinforce new behaviors so changes stick, both internally and with partners
• Influence across the company
• Partner closely with Global Sales, Partner Operations, Digital Transformation, Finance, Marketing and Customer Experience
• Align stakeholders with competing priorities on a shared roadmap and drive decisions
• Provide clear, concise updates to GPO and company leadership on progress, risks and required decisions

WHAT YOU’LL BRING...

• • 12+ years of experience in channel, partner experience, partner operations, digital transformation or go-to-market roles within a B2B technology company
  • 5+ years of people leadership experience, with a track record of building and developing high-performing teams
  • Deep understanding of the partner ecosystem (Resellers, Distributors, MSPs and GSIs) and how partners transact, including onboarding, deal registration, quoting and ordering
  • Proven experience owning business requirements for partner-facing systems and partnering with IT to deliver them; familiarity with Salesforce PRM, partner portals, CPQ and partner data management, including data governance and stewardship
  • Demonstrated success driving self-service, digital adoption or cost-to-serve reduction programs
  • Track record of owning end-to-end business processes and leading the change management required to transform them across a large, matrixed organization
  • Experience leading customer or partner advisory council and voice-of-the-partner programs
  • Strong executive presence and the ability to influence VP-level stakeholders without direct authority
  • Data-driven mindset; comfortable defining metrics, building business cases and using data to prioritize
  • Exceptional written and verbal communication, with the ability to make complex topics simple for partners, the field and executives
  • Comfortable operating in an ambiguous, fast-paced, high-growth environment with a high degree of ownership and a bias for action
  • BA/BS degree or equivalent work experience; MBA a plus
  • We are primarily an in-office environment and therefore, you will be expected to work from the Santa Clara, CA office in compliance with Everpure’s policies, unless you are on PTO, work travel, or other approved leave

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