Partner Success and Customer Service Manager

❖ Customer Relationship Management (CRM) Software: CRM tools help customer service managers manage customer information, track interactions, and provide personalized support. 

• Salesforce
• Zendesk
• Freshdesk
• Zoho CRM
• HubSpot Service Hub
  

❖ Help Desk Software: Help desk tools provide ticketing systems and case management features to handle customer inquiries and support requests efficiently. 

• Zendesk Support
• Freshdesk
• Jira Service Management
• Intercom
• Kayako
  

❖ Live Chat and Chatbot Tools: enable real-time conversations with customers, providing immediate assistance and support. 

• LiveChat
• Intercom
• Drift
• Zendesk Chat
• Tidio

❖ Knowledge Base Software: help create and manage self-service resources, FAQs, and documentation for customers to find answers to common questions. 

• Helpjuice
• Zendesk Guide
• Confluence
• Document360
• Freshdesk Knowledge Base

❖ Call Center Software: facilitate inbound and outbound call management, routing, and recording. They help customer service managers efficiently handle phone interactions. 

• Five9
• Genesys Cloud
• Talkdesk
• RingCentral
• Aircall
  

❖ Customer Feedback and Survey Tools:  help collect and analyze customer feedback and satisfaction data, enabling customer service managers to make data-driven improvements. 

• SurveyMonkey
• Qualtrics
• Medallia
• Zendesk Survey
• GetFeedback
  

❖ Social Media Monitoring and Engagement Tools: assist in monitoring social media platforms for customer inquiries, complaints, and mentions. They also enable customer service managers to engage and respond on social media. 

• Hootsuite
• Sprout Social
• Brandwatch
• Mention
• Falcon.io

❖ Customer Success Management Software: focus on proactive customer engagement, retention, and ensuring long-term customer satisfaction.

• Gainsight
• Totango
• ClientSuccess
• ChurnZero
• Strikedeck
  

❖ Remote Support and Screen Sharing Tools: enable customer service managers to provide remote assistance and troubleshooting by viewing customers' screens or sharing their own screens. 

• TeamViewer
• LogMeIn Rescue
• GoToAssist
• AnyDesk
• Zoom (Screen Sharing)

❖ Reporting and Analytics Tools: help customer service managers track and analyze performance metrics, customer satisfaction, and team productivity.

• Zendesk Explore
• Freshdesk Reports
• Salesforce Service Analytics
• Help Scout Reports
• Tableau

• Develop and maintain relationships with partner companies to ensure mutual success and growth
• Identify and understand the partner's business goals and objectives, and provide strategic guidance and support to help them achieve their objectives
• Act as the main point of contact for partners, managing all aspects of the partnership relationship including communication, reporting, and issue resolution
• Collaborate with internal teams such as product, marketing, and sales to align partner goals with company strategies
• Monitor partner performance metrics and work with partners to identify opportunities for improvement and growth
• Manage and coordinate joint marketing and promotional initiatives with partners, such as co-branded campaigns, events, and webinars
• Provide training and support to partners on company products, services, and processes
• Analyze and report on partner performance metrics and provide regular updates to management on the status of partner relationships and initiatives
• Maintain up-to-date knowledge of industry trends, competitor activities, and market developments to identify opportunities for new partnerships and growth.