Senior Partner Support Manager - ERP

Job Description

We are seeking a Senior Partner Support Manager (ERP) to drive the execution and continuous evolution of our Partner Support function.

Reporting to the Partner Engagement Director, this role is responsible for operationalizing the Partner Support strategy, ensuring scalable, high-quality support delivery, and continuously improving the partner experience.

You will act as a senior operational leader and trusted advisor, translating strategic priorities into effective execution, driving cross-functional alignment, and ensuring Partner Support operates at scale.

Key Responsibilities

• Execute Partner Support Strategy – Translate the Partner Support strategy defined by the Partner Engagement Director into actionable plans, ensuring effective execution across Partner Support Pods and alignment with business priorities.

• Lead Partner Support Pod – Coordinate and guide Partner Support Pod operating in an Agile framework, ensuring high performance, delivery quality, and continuous improvement.

• Own Support Operations and Backlog Management – Collaborate with Support Management to manage and prioritize the partner support backlog, ensuring alignment with strategic priorities and operational efficiency.

• Act as Senior Partner Contact – Serve as a trusted point of contact for partners on support-related topics, building strong relationships and ensuring a consistent, high-quality support experience.

• Oversee Partner Issues and Escalations – Act as a senior escalation point for complex or high-impact partner issues, driving cross-functional resolution, ensuring SLA adherence, and focusing on root cause prevention.

• Drive Cross-Functional Execution – Work closely with Product, Engineering, Cloud Operations, Customer Success, and Business Improvement teams to ensure alignment, remove blockers, and accelerate resolution of partner-impacting issues.

• Own Performance Monitoring and Improvement – Track and analyze support KPIs (e.g., SLA compliance, resolution times, partner satisfaction), proactively identifying trends and driving continuous improvement initiatives.

• Drive Process, Tooling, and Operational Improvements – Identify inefficiencies and recurring issues, leading initiatives to improve support processes, tooling, and workflows to enhance scalability and efficiency.

• Support Partner Enablement and Adoption – Execute partner enablement initiatives, including support onboarding, training, and adoption of support tools, processes, and best practices.

• Enhance Support Documentation and Knowledge – Partner with the Business Improvement Team to improve knowledge base quality, documentation, and playbooks, enabling greater partner self-sufficiency.

• Facilitate Agile Processes and Delivery Routines – Ensure effective Agile practices (e.g., stand-ups, retrospectives) and drive continuous improvement in team execution and delivery quality.

• Provide Insights and Recommendations – Act as a thought partner to the Partner Engagement Director by providing data-driven insights, surfacing risks, and recommending improvements to evolve the Partner Support function.

• Support Partner Support Initiatives and Programs – Lead and contribute to cross-functional initiatives and programs, ensuring successful execution and alignment with broader organizational goals.

Experience & Background

• Proven experience in a Partner Support, Customer Support, or Partner/Customer Success role within a SaaS or ERP environment.
• Experience working with partner ecosystems (e.g., implementation partners, resellers, system integrators).
• Solid understanding of support operations, including ticketing processes, SLAs, and escalation management.
• Experience working in or alongside Agile environments.
• Demonstrated experience collaborating with cross-functional teams such as Product, Engineering, and Customer Success.

Skills & Competencies

• Strong relationship management skills, with the ability to build trust and credibility with partners.
• Excellent communication and stakeholder management skills, including handling complex or high-impact situations.
• Ability to coordinate, prioritize, and drive execution across multiple topics and stakeholders.
• Analytical mindset with the ability to interpret support metrics and drive improvements.
• Strong problem-solving skills, with a proactive and solution-oriented approach.
• Ability to navigate ambiguity and operate effectively in a fast-paced, evolving environment.

Join Unit4 and be part of one of the most exciting journeys in the cloud ERP software space. We’re a fast-paced, high-growth, people-centric company, delivering enterprise software for a great people experience, and offering our own people a host of benefits and development opportunities. Grow with us At Unit4, we offer:

• a culture built on trust - giving you freedom and autonomy to be successful.

• balance - with our uncapped time off policy, remote working opportunities and Global Wellbeing Days when the whole company can switch off and prioritize well-being.

• talented colleagues, role models and mentors - work, learn and be inspired by some of the best talent in the software industry.

• a commitment to sustainability - with initiatives such as our Act4Good program, a way for everyone at Unit4 to come together and engage in actions that benefit society and the planet.

• a safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all and include Women at Unit4, Pride at Unit4, Mental Health and Access at Unit4, and People of Color at Unit4.

This role may require security clearance required for customer projects and access to sensitive (customer) data. That means that after you have accepted our offer, we could ask for background checks. Subject to applicable local laws, such security checks may require disclosure of personal information including criminal record declaration, right to work, personal identification and work history. No worries though – we'll handle it according to local privacy laws and keep your info safe. Questions? Feel free to reach out!

We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We’ve innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people experience so people can spend time on meaningful high value work they live for.

Read more on our website about how we transform work and how people feel about it, so our customers and their people can thrive.