Partner Success Manager - Service Management Automation

Micro Focus
12 Oct 2018
14 Oct 2018
Contract Type
Full Time
At Micro Focus, everything we do is based on a simple idea: The fastest way to get results is to build on what you have. Our software solutions enable organizations to do just that. Secure and scalable, with analytics built in, they bridge the gap between existing and emerging ITfast-tracking digital transformations across DevOps, Hybrid IT, Security, and Predictive Analytics. In the race to innovate, Micro Focus customers have the clear advantage.

Our portfolio spans the following areas: DevOps | IT Operations| Cloud | Security | Info Governance | Big Data, Machine Learning, & Analytics

The Service Management Automation (SMA) Technical Success team, as part of the larger ITOM Customer Success charter, is focused on optimizing the overall experience customers have with the SMA product suite. A Partner Success Manager (PSM) is responsible for the successful adoption of our SMA solutions by our partners. The objective of the role is to provide a top notch technical support to our partners so more partners become very efficient in implementing our SMA-X Suite at a competitive cost for end customers and are being able to become an MSP for SMA-X. This technical support will focus solely on partners, and not directly on clients of our partners, even though that might be necessary in case of escalations. The SMA Partner Success Manager will be responsible for a handful of partners.

We are looking for people with a unique combination of technical expertise, enterprise implementation, project management, and an existing knowledge of what challenges our partners are dealing with. Past experience working with MSP is more than welcome.

  • Assist our Partners in their implementation projects by providing solution architecture, sizing and configuration reviews.
  • Provide in-depth technical expertise and recommendations following best practices and lessons learned from other implementations.
  • Promote opportunities for two-way communication between the partners and various Micro Focus groups, identify opportunities for references and advocacy.
  • Identify areas qualified as pain points and propose solutions (documentation, tools).
  • Bring back to R&D and the Product Management team the customer feedback and influence future product direction.
  • Identify enablement opportunities and contribute to content creation.
  • Actively participate on internal and external forums and communities, providing advice and best practices.
  • Promote the SMA suite through writing technical white papers, publishing blogs, or contributing to customer success stories.
Required Skills/Experience:
  • Customer facing role that includes, but is not limited to, issue resolution and escalation management at the technical, business owner and executive levels
  • Excellent interpersonal skills and the confidence to be an honest advocate, willing to push back when needed for the best interest of the business and the customer
  • Excellent verbal and written communication skills.
  • Passion for working with customers.
  • Excellent organization and time management skills.
  • Autonomous in resolving problems without Product team assistance.
  • Knowledge of ITSM and automation spaces
  • Knowledge of SMA Suite (in particular SMAX), familiarity with Micro Focus Service Manager, Asset Manager, UCMDB, Universal Discovery).
  • Past experience working with MSP.
  • Virtualization & containerization technologies (i.e. Docker, Kubernetes, ).
  • Knowledge of cloud solutions (AWS, Azure)
  • Linux (RedHat, shell, scripting, config).
  • Good debugging and troubleshooting skills.
  • Good networking skills (IP, load balancers etc.).
  • Bachelor degree required, technical degree preferred. Minimum 6-10 years experience
  • Experience working in a multi-cultural global organization.
  • Willing to travel in-country and internationally.
Location - Bracknell, UK | Cluj, Romania | Home Office (UK/Romania)


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