Partner Program Manager

This position involves end-to-end operations responsibility for the Indirect (BSD / ASP / Self-maintainer / DSP) Partner Programs in North America.

Key responsibilities include partner application, selection , onboarding / setup, performance / program compliance, and termination.

The partner manager works with the Lexmark operations and systems teams and partners / dealers to develop and deliver a controlled and well-managed indirect service offering.

The role also involves facilitating contract management, initiating partner setup in Lexmark systems, gathering and submitting necessary information and documentation, and coordinating training sessions or materials as needed.

Responsibilities include :

Partner Onboarding

Facilitate any contract management needed, working with Lexmark Global Sourcing and partners as needed

Red-lining, revision, signature, amendments / addendums

Initiate partner setup in Lexmark systems

Gathering and submitting necessary information and documentation

Facilitating / coordinating training sessions or materials as needed

Any communication needed with internal Lexmark teams and partners to support above processes

Compliance

Ensure partners are in compliance with their contractual agreements

Pursue and coordinate contract and handbook updates when directed

Co-ordinate and monitor operational delivery of allindirect servicecontracts

Including, but not limited to; filing warranty claims, ordering parts, debriefing claims, partner payments (including purchase-order payments)

Ensure partners are following processes properly by monitoring activity and maintaining regular communication

Using tools to monitor and analyze performance

Making corrections and providing guidance where needed

Ensure high quality of warranty-claim process by maintaining D365 data accuracy

Participate in any monthly operation reviews or meetings with leadership team and / or partners

Preparing data to support reviews

Presenting in reviews

Escalation Management

Serve as escalation point of contact for internal Lexmark teams (Sales, Technical Support, Shared Services, Sourcing, Supply Chain) and Partners for any matters related to the indirect claims process (technical, process, system, financial, etc )

Report any technical issues in D365 / Partner Portal / SAP to the responsible Key User / Senior Specialists

Support of key customers / partners ( ie : MPS Self-maintainers like Walgreens; BSD-Copier Dealers / Resellers)

Working with customer-facing teams to handle sensitive customer issues with care and quality

Drive Continuous Improvement

Monitor and report on key performance indicators and supporting data for the indirect claims process in NA

Develop and deliver action plans to improve

Monitor and report on key performance indicators and supporting data for indirect partners and Lexmark TSC process es in NA

Develop and deliver action plans to improve

Focus on eliminating waste and automating / improving process efficiency in managing and supporting partners in the overall program

Use Lean thinking / methodology / tools for problem solving and continuous improvement

Other responsibilities as assigned

Education / Skills / Experience

Undergraduate Degree in Business or related field or equivalent relevant experience

Excellent verbal and written communications skills

Strong decision-making / p roblem-solving capability

Initiator / Ability to work with limited guidance

Minimum 5+ years working experience

Project management, change management and organization skills

Proficiency with Power BI and other MS Office applications

Strong focus on the partner / customer and the operational aspects of the business

Sound administrative skills

Able to influence others

Well-developed interpersonal skills. Ability to get along well with diverse personalities-mature-flexible

How to Apply ?

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We are proudly an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on race, color, religion, gender, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression.

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