Partner Success Manager

2 months ago

Toronto, Ontario, Canada Ocado Group Full time

About the Role:

The Ocado Smart Platform (OSP) is a cutting-edge, modular software and hardware solution that supports highly automated customer fulfillment warehouses (CFCs) integrated with a fully-fledged grocery e-commerce platform. Our vision is to provide large brick-and-mortar retailers across the globe with an online service using our innovative technology.

Key Responsibilities:

  • Act as the primary point of contact for OSP teams to ensure effective utilization of the platform.
  • Lead successful deployments and operational go-lives for OSP features and products, ensuring partners are prepared and ready.
  • Coordinate with Ocado teams to ensure partners receive the knowledge and information required for successful utilization of OSP, enabling them to deliver on their business objectives.
  • Collaborate with other Ocado teams to build and maintain positive partner relationships.
  • Review and maintain excellent knowledge of partner KPIs and performance.
  • Share best practices with partner OSP teams.
  • Highlight process improvements within Ocado, partner OSP operations, and onsite Ocado teams.
  • Balance partner support requests with conscious respect for contractual commitments and commercial benefits.

Requirements:

  • Experience in supporting clients/partners, ideally within a technology solutions or operational environment.
  • Bachelor's degree or equivalent practical experience.
  • Experience in working cross-functionally both internally and externally to drive partnerships or projects.
  • Business management experience and commercial awareness.
  • Stakeholder, relationship building, and networking skills.
  • Good written and verbal communication.
  • Comfortable communicating with large groups of people.
  • Self-motivated with an ability to deliver to deadlines and multi-task under pressure.
  • Highly organized and resilient with an eye for detail.
  • Ability to think strategically beyond the needs of the organization today.
  • Comfortable dealing with ambiguity and uncertainty.
  • Able to handle difficult situations, facing challenges with positivity, confidence, and pragmatism.

Preferred Qualifications:

  • Experience working in a client-facing support organization.
  • Experience with the Ocado Smart Platform.

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