Support Partner Success Manager
Core
Help Cloud Solution Provider (CSP) partners mature their support capabilities to reduce escalations to Microsoft and increase self-resolution.
Role type
Senior IC Support Partner Success Manager
Builds
Partner support self-sufficiency programs, technical briefings, and operational IP
Domain
Cloud services (Azure, Microsoft 365, identity/security) and partner channel management
Required skills
Support operations (incident/escalation management, MTTR, case deflection), maturity assessment, joint execution planning, technical briefing delivery, partner ecosystem navigation
Preferred skills
Azure/M365/Security technical breadth, CSP/Managed Service Provider experience, ITIL certification
Technologies
Azure, Microsoft 365, Identity and Security
Responsibilities
Conduct Support Capability Benchmark assessments; Co-author joint execution plans with Account Managers; Drive partner self-sufficiency and reduce escalation rates; Deliver technical briefings and success programs; Track progress against execution plans; Orchestrate cross-functional account teams
Seniority
Senior, hands-on IC
