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Ocado Smart Platform Partner Success Manager

1 month ago

Toronto, Ontario, Canada Ocado Group Full time

The Ocado Smart Platform (OSP) is a cutting-edge software and hardware solution designed to support 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.

Partner Success Managers are the primary point of contact for our OSP Partners, ensuring they are fully conversant in the use of OSP. They possess in-depth knowledge of all their Partners' support requirements and upcoming deployments, as well as their OSP operational performance. They champion the cause of their Partners to drive maximum performance and business value for the Partners and for Ocado.

Partner Success Managers work closely with Partners from pre-go live through the lifetime of the contract. They 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.

Accountabilities:

  • The primary point of contact for Partners' OSP teams for the effective use of OSP
  • Leading successful deployments and operational go-lives for OSP features and products, ensuring Partners are prepared and ready
  • Coordinating with Ocado teams to ensure Partners receive the knowledge and information required for successful utilization of OSP so they deliver on their business objectives
  • Collaborating with other Ocado teams to build and maintain positive Partner relationships
  • Reviewing and maintaining excellent knowledge of Partner KPIs and performance
  • Sharing best practices with Partner OSP teams
  • Highlighting process improvements within Ocado, Partner OSP operations, and onsite Ocado teams
  • Constantly balancing 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 (in addition to minimum):

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