Partner Success Manager

2 weeks 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 Partners to ensure they are fully conversant in the use of OSP.
  • Develop in-depth knowledge of all Partner support requirements and upcoming deployments as well as their OSP operational performance.
  • Champion the cause of Partners to drive maximum performance and business value for the Partners and for Ocado.
  • Collaborate with other Partner Success teams and teams across the Ocado Group to ensure Partners receive expert knowledge and support in the effective use of OSP and the seamless deployment of new features and products.

Team Structure:

This role, based in Canada and supporting our partner relationship with Sobeys, reports to the VP of Canadian Partnerships, as part of the regional team supporting the partnership.

Accountabilities:

  • 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 so they 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 the needs of 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 organised and resilient with an eye for detail.
  • Ability to think strategically beyond the needs of the organisation 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 organisation.
  • Experience with the Ocado Smart Platform.

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