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Job Summary

The Partner Ambassador for SunPower’s European RLC Business Unit will be responsible for all aspects of service level performance to partners in a business to business capacity (B2B) and will be the primary owner for all partner related service issues and support requirements to the sales team in his / her assigned country. As a result of that, the Partner Ambassador will be the main responsible and point of contact (POC) for all aspects affecting Partner Satisfaction as well as for Partner Satisfaction Scores. All the Country Partner Ambassadors report direct line to the Partner Experience Manager EU RLC.

Responsibilities:

• Effectively manage partner service level agreements and performance levels across the German network to all partners. Monitor service delivery to partners. Directly manage partner responsibilities in his / her assigned country
• Routinely measure Partner satisfaction via surveys, and drive improvements based on survey findings. Drive process excellence across all departments to increase partner satisfaction.
• Create Partner dashboards and metrics, to track and improve partner satisfaction.
• Support the Sales Department in delivering SunPower solutions to Partners, and support Product Teams in gathering product input/feedback.
• Effectively communicate partner requirements within all departments of SunPower. Act as the “voice of the partner” in all meetings as primary partner advocate. Act as a coordinator to assure other employees provide dealers with the services that will increase partner satisfaction as well as applying the overall Partner Experience Strategy dictated by the Partner Experience Manager EU RLC.
• Take ownership for all partner initiated complaints or service related issues within the organization and track through to resolution, including any product failures or quality issues.
• Routinely score Partner Performance against network metrics, and work with Sales Team to improve overall experience.
• Responsible for call quality report metrics, provide regular call assessments using the checklist using the appropriate checklist for each function for available calls provided as well as other initiatives. Provide regular feedback and coaching to the reps and create improvement plans relative to the opportunities identified through call monitoring.
• Work as a team with the other Partner Ambassadors and the Partner Experience Manager RLC EU to set high standards for Partner Care, including processes and platforms utilized to support partners.
• Actively collaborate in designing, localizing, implementing, monitoring and updating the partner experience process from lead to active partner via the Dealer Onboarding Process in his / her country.
• Actively collaborate in designing, localizing, implementing, monitoring and updating the partner credit procedures in his / her country in the most efficient way to reduce partner stress as well as maximizing corporate credit objectives.
• Be responsible for all aspects of partner experience management in the CRM in the country and make sure all processes are in place so the information is always up to date and reliable.

Related experience & educational requirements:

• Undergraduate degree in a relevant field
• 2-4 years of customer or client service experience, especially business to business (B2B) support.
• Experience with CRM systems to effectively manage a growing number of partners
• Superior written and oral communication, presentation, thinking, and collaboration skills
• Excellent listening and comprehension skills.
• Demonstrated ability to effectively multi task and maintain a high level of organization and process discipline
• Demonstrated management success and track record of high customer satisfaction
• Passion for delivering great service to customers or partners
• Languages: Native German speaker and fluent in English
• Teamwork and results oriented
• Multicultural experience and open minded personality

Preferred:

• Demonstrated use of online tools and applications to enhance the partner service function, especially portals, CRM, and telephony
• Familiarity with industry-recognized continuous quality improvement tools and techniques (Six Sigma, Lean, etc)
• Knowledge of solar, electrical principles, industrial projects

Other:

• Occasional travel to visit partners