Partner Program Manager
Lexmark
This position involves end-to-end operations responsibility for the Indirect (BSD/ASP/Self-maintainer/DSP) Partner Programs in North America. Key responsibilities include partner application, selection, onboarding/setup, performance/program compliance, and termination. The partner manager works with the Lexmark operations and systems teams and partners/dealers to develop and deliver a controlled and well-managed indirect service offering.
The role also involves facilitating contract management, initiating partner setup in Lexmark systems, gathering and submitting necessary information and documentation, and coordinating training sessions or materials as needed.
Responsibilities include:
Partner Onboarding
Facilitate any contract management needed, working with Lexmark Global Sourcing and partners as needed
Red-lining, revision, signature, amendments/addendums
Initiate partner setup in Lexmark systems
Gathering and submitting necessary information and documentation
Facilitating / coordinating training sessions or materials as needed
Any communication needed with internal Lexmark teams and partners to support above processes
Compliance
Ensure partners are in compliance with their contractual agreements
Pursue and coordinate contract and handbook updates when directed
Co-ordinate and monitor operational delivery of all indirect service contracts
Including, but not limited to; filing warranty claims, ordering parts, debriefing claims, partner payments (including purchase-order payments)
Ensure partners are following processes properly by monitoring activity and maintaining regular communication
Using tools to monitor and analyze performance
Making corrections and providing guidance where needed
Ensure high quality of warranty-claim process by maintaining D365 data accuracy
Participate in any monthly operation reviews or meetings with leadership team and/or partners
Preparing data to support reviews
Presenting in reviews
Escalation Management
Serve as escalation point of contact for internal Lexmark teams (Sales, Technical Support, Shared Services, Sourcing, Supply Chain) and Partners for any matters related to the indirect claims process (technical, process, system, financial, etc)
Report any technical issues in D365/Partner Portal/SAP to the responsible Key User / Senior Specialists
Support of key customers/partners (ie: MPS Self-maintainers like Walgreens; BSD-Copier Dealers/Resellers)
Working with customer-facing teams to handle sensitive customer issues with care and quality
Drive Continuous Improvement
Monitor and report on key performance indicators and supporting data for the indirect claims process in NA
Develop and deliver action plans to improve
Monitor and report on key performance indicators and supporting data for indirect partners and Lexmark TSC processes in NA
Develop and deliver action plans to improve
Focus on eliminating waste and automating/improving process efficiency in managing and supporting partners in the overall program
Use Lean thinking/methodology/tools for problem solving and continuous improvement
Other responsibilities as assigned
Education/Skills/Experience
Undergraduate Degree in Business or related field or equivalent relevant experience
Excellent verbal and written communications skills
Strong decision-making / problem-solving capability
Initiator / Ability to work with limited guidance
Minimum 5+ years working experience
Project management, change management and organization skills
Proficiency with Power BI and other MS Office applications
Strong focus on the partner / customer and the operational aspects of the business
Sound administrative skills
Able to influence others
Well-developed interpersonal skills. Ability to get along well with diverse personalities—mature—flexible
How to Apply ?
Are you an innovator? Here is your chance to make your mark with a global technology leader. Apply now!
We are proudly an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on race, color, religion, gender, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression.
Global Privacy Notice
Lexmark is committed to appropriately protecting and managing any personal information you share with us. Click here to view Lexmark's Privacy Notice.