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Senior Manager, Global Partner Experience Job Details

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Job Ref:  2013-3371
Employer:  SunPower.
City:  San Jose
State/Province:  CA
Country:  United States
Job Description:  Overview: Do you want to make a bigger impact on the world? SunPower's vision is to change the way the world is powered, and we are doing that every day with a brilliant, passionate and driven team. SunPower is widely recognized as the global leader in high-efficiency solar for residential, commercial and utility markets. We operate in North America, Europe, Asia and Australia and are seeking talented people to join us in building a global clean energy future.

SunPower is committed to the success of our company, our employees and the communities around the world that need us most. We support our employees' commitment to their communities through a culture of volunteerism, and through The SunPower Foundation, which makes grants to green initiatives throughout the world. As a company, we operate with the highest sustainability standards.

In an industry that is reshaping the world's energy future, there's no better place to be than SunPower.
Summary of Role: SunPower is seeking a leader to drive our Global Partner Experience (GPE) and to act as the voice of the partner for the SunPower's Global Residential & Light Commercial Business. The GPE reports to the Director of SunPower's Customer Experience and will be responsible for ensuring SunPower as a best-in-class company for SunPower's Partner Channel to work with. The GPE primary role is to help SunPower deliver better experiences, tools and online capability and to enable our Channel Partners to be more effective in selling SunPower. This will require extensive collaboration with regional and channel marketing to develop "best practices" for our dealers. This role is critical to attracting and retaining the best partners to represent the SunPower brand and bring the SunPower experience to life for our customers. SunPower's partner channel is the main point of contact with our end customers and who initially builds the relationship and instills trust in the quality of the SunPower brand. This is a new role and will allow the right person to have tremendous impact on SunPower's channel and our reputation as the best solar company to work with in the world.

The GPE will represent our channel partners throughout SunPower to ensure their position is understood and we are enabling them for success selling and installing our products. Additionally, the GPE will build the strategy and roadmap to ensure our channel partners are executing on the SunPower experience. The GPE will have a deep understanding of our channel partners throughout their lifecycle, defining the experience, activities, plans and metrics from which we will measure success. This role will work closely with SunPower's channel team, Regional Marketing, Customer Service and Customer Experience.

Understand the Channel

  • Maintain a deep understanding of the partners business needs and represent back to SunPower the most relevant features/functionality for their specific business needs.
  • Define/measure complete partner experience touch-points via Partner journey map. Develop roadmap and prioritize programs to improve experiences.
  • Help our partners as they shift the role they play in the residential lease business as they begin working more with SunPower Operations as well as channel/sales management.
Business owner for Partner tools and requirements

  • Act as business owner of SunPower's Partner Portal ensuring ease of operation, and accuracy of tools. Responsible for creating with stakeholder agreement the Partner Portal strategy, building the plan and executing on delivery. Will develop strategic roadmap with priorities and integration into Online Experience Initiative team deliverables.
  • Responsible for increasing the use of the Partner Portal by SunPower channel partners by increasing its effectiveness and usability.
  • Core member of "Online Experience" Initiative global team
Partner Experience Insights

  • Manage the SunPower partner Satisfaction Program, and collaborate with NPS Director and counterparts for program improvements. Manage all program follow-up and closed loop processes through detractor management.
  • Utilize Partner NPS survey process to identify issues that need to be improved.
  • Incorporate partner councils to listen and share solutions.
  • Support partner success by conducting quarterly health checks for strategic reviews.
  • Function as the 'voice of the partner' and provide internal feedback on how we can best leverage the strengths of our channel partners.
Coordinate with Colleagues
  • Work closely with the channel team on identification and tracking of enhancement requests and bugs in the tools we provide to the channel.
  • Partner with the RLC business to improve partner processes and policies.
  • Coordination will be key in terms of Roles and Responsibilities between sales, channel management to develop partner experience strategic roadmap.
  • Provide timely feedback to partners and internal team members.
  • Work constructively with the various processes in the value stream.
  • Create value added opportunities.
Minimum Requirements:
  • Bachelor's Degree in business or equivalent experience
  • 10+ years in marketing, sales or channel role with a global organization
Preferred Requirements:
  • An understanding and demonstrated experience of channel management
  • Team player, strong collaboration skills
  • Superior written and oral communication skills
  • Excellent listening and comprehension skills
  • Collaborates with NA and EU channel marketing as well as Global Product Group for development of tools etc. as part of Partner portal
  • Excellent business and analytical skills
  • Demonstrated use of online tools and including CRM Systems (Siebel, Salesforce.com, Online Survey Engines)
  • Experience in managing projects and working collaboratively with people who do not report directly to you
  • Ability to coach and mentor others
  • Ability to juggle the needs of both SunPower and our channel partners and make sound judgments weighing the needs of all parties

OTHER PERTINENT INFORMATION ( optional)
  • Willingness to travel up 20% of time to visit onsite with partners across regions*LI-TJ
07/25/2013

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