Who is in our Channel Partner Support System?
Below are the roles and responsibilities of personnel available to help our channel partner’s sales and support activities.
- A Regional Channel Manager (CM2) is responsible for overall partner recruiting and onboarding. He or she is your main partner and customer relationship manager, and can assist you in pre-sales activities and presentations. The CM2 can also conduct non-technical partner trainings on products, systems, tools and processes.
- The Channel Manager (CM1) assists with quotes, pricing and contract negotiations. He or she will be the backup channel manager who supports you when the CM2 is unavailable. The CM1 is your main contact for new opportunities with existing customers.
- Your Sales Engineer (SE) will conduct technical training for partners as well as both pre- and post-sales customer technology training. He or she can also provide technical assistance on solution architecture and design.
- The Partner Support Manager (PSM) handles order processing, from customer signature to submission. The PSM will help with account renewal, change orders, service delivery, service management and billing. Your PSM will also be your point of contact for existing customer account escalations.
- The Customer Care Manager (CCM) picks up order processing from the PSM, with coverage from submission to activation. The CCM drives all provisioning activities, including in-flight orders, and provides status, Q/A and escalations.
