Manager, Customer Support leading collaborative teams to optimize customer service at Extensiv. Involved in coaching talent and developing scalable support solutions.
About the role
- Virtual Partner Support Specialist providing operational support for Genesys partners in the Philippines. Focused on partner engagement, enablement coordination, and lifecycle support for cloud solutions.
Responsibilities
- Provide hands-on operational support and enablement coordination to an assigned portfolio of partners, ensuring they have access to the tools, resources, and guidance required to execute Genesys processes effectively across the opportunity lifecycle
- Serve as the primary day-to-day operational point of contact for partners, supporting activities such as enablement scheduling, opportunity setup and progression, pricing configuration and quoting coordination, billing and collections inquiries, and navigation of internal processes, policies, approvals, and incentive programs (including special offer programs and credits)
- Support partners in being operationally prepared for activities such as demos, trials, campaigns, and events by ensuring required systems, approvals, configurations, and internal alignments are in place, and that resulting opportunities are properly structured and coordinated with the appropriate internal teams
- Validate and support accurate execution across the opportunity lifecycle, including deal registration submission, incentive eligibility checks, program compliance, and coordination with internal stakeholders to ensure correct pricing, incentives, and timely processing
- Track and support partner execution through defined operational metrics, dashboards, and reporting, including monitoring partner readiness across certifications, compliance requirements, programs, tools, and enablement milestones
- Collaborate closely with Partner Sales Managers, Partner Hub teams, Account Executives, Partner Leaders, and other ecosystem stakeholders to align on engagement models, execution plans, and operational support requirements
- Maintain a consistent operating cadence with partners and internal teams, ensuring alignment, responsiveness, documentation, and follow-through across regions and time zones
- Act as a trusted operational advisor to partners by providing guidance on Genesys products, programs, incentives, tools, and best practices to support effective execution in a SaaS and AI-driven environment
- Support a defined set of regional Accredited, Value-Added Resellers and Referral Partners, assigned at the beginning of each fiscal year, to build familiarity with partner operations, regional business norms, and Genesys processes
Requirements
- 5+ years of experience in enterprise software, cloud, or SaaS environments
- Proven ability to support partner ecosystems and address partner needs across regional and global contexts
- Solid understanding of SaaS and cloud business models; experience in CX or adjacent industries preferred
- Strong relationship management skills with the ability to work across multiple stakeholders and functions
- Demonstrated execution strength in support-oriented responsibilities, including reporting, enablement coordination, and opportunity support
- Strong time management, prioritization, and organizational skills
- Ability to manage deliverables while collaborating effectively with international partners and regional sales/partner leadership, as well as internal teams
- Executive presence with strong verbal and written communication skills; fluency in English required
- Willingness and ability to work within a regionally assigned time zone/business hours while based in the Philippines
- Proven ability to collaborate across global time zones with consistent communication, responsiveness, and alignment
Benefits
- great benefits and perks like larger tech companies
- independence to make a larger impact on the company
- ownership of their work
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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