Partner Service Manager

About company:

At Aeris, we are at the forefront of the IoT revolution, connecting more than 80 million cellular IoT devices globally in our IoT Platform Services via our telecom operator partners and enterprise customers, providing cutting-edge SaaS solutions that enable businesses to harness the power of connected devices. Our largest industry segments are Automotive, Utilities and Transport & Logistics, using eSIM technologies. With offices around the world, Aeris is the preeminent IoT software company globally powering critical projects across energy, connected vehicles, transportation, retail, healthcare and more.

Aeris provides a SaaS based connectivity management platform for mobile operators and enterprises. It enables organizations to realize new revenue streams from a vast variety of devices while simplifying the process and reducing the cost of connecting them to benefit from economies of scale. The platform provides access to key functionality including subscription management, eSIM/eUICC management via world class APIs and operator and enterprise self-service portals. This is built on core tenants of cloud computing and intelligence (AI/ML). And thanks to our deep expertise and our extensive trusted partner network, we are the go-to destination for those wishing to roll-out high quality global IoT deployment.

That’s where you come in. As the Partner Service Delivery Manager, you will enable Aeris’ partners to deliver value to their customers through the Aeris platform so that they can leverage the full potential of our service offerings.

The role offers access to some of the most brilliant minds in the industry, and the opportunity to build and elevate a thriving company – in an environment that values innovation, autonomy and integrity.

A few things to know about us:

• We do things differently. As a pioneer in an industry poised to reshape every sector of the global economy, we can’t settle for another company’s tried and tested template. Innovation is the key to our success, and it’s reflected in everything we do: from product design to corporate wellness.
• We are owners. Strong managers enable their teams to figure out how to solve problems. You will be no exception and will have the ownership and liberty needed to be truly creative.
• Values are essential. We believe in doing things well – and doing them right. Integrity is a core value here: you’ll see it embodied in our staff, our management approach and growing social impact work.
• We walk the talk on diversity and inclusion. We’re a brilliant and eclectic mix of ethnicities, religions, industry experiences, sexual orientations, generations and more – and that’s by design. We see diverse perspectives as a core competitive advantage.
• Career elevation. Create platform for growth where employees can take ownership of their opportunity and make it their own. Grow with the company and elevate your career.

Responsibilities:

Aeris communications is looking for a Partner Service Delivery Manager to own partner relationships and be responsible for ensuring delivery of Operations Assurance services to the partners. You should be passionate about enabling partners and be relentless in driving the outcomes that deliver on the Aeris services value.

• Accountable for quality, cost, and performance of delivered services to MNO partners
• Represent Aeris operations to partner to ensure appropriate level of inter-working and communication
• Support new service introduction projects by helping to define requirements and critical metrics to operations service performance
• Assist in innovating, developing, and driving best-practice delivery and assurance governance processes for IoT business
• Be a change agent and help shape culture
• Develop and implement strategies to ccontinuous drive toward service efficiency and improvements. This to include Customer Satisfaction Surveys, Customer Experience Management measurements, or similar.
• Work closely with engineering and product teams to troubleshoot and resolve customer issues related to IoT devices and services.
• Monitor key performance indicators (KPIs) such as CSAT, NPS, response times, and resolution rates to ensure top-tier service delivery.
• Identify gaps in customer service processes and introduce automation, self-service tools, and best practices.
• Serve as the voice of the customer, providing feedback to the product and engineering teams to enhance the IoT service offering.
• Handle high-priority or complex customer concerns and ensure they are resolved effectively.
• Work cross-functionally with sales, product development, and marketing teams to align customer service with business goals.
• Ensure that all customer interactions comply with industry regulations, data protection policies, and security standards.

Requirements:

Education

• BSC, MBA or equivalent through experience

Industry Experience

• 5+ years of experience in a Web Service and Finance / Contracts / Commercials or similar
• Proven experience as a Partner Service Manager, preferably in a technology, aaS, or IoT environment.
• ICT/Telecommunication Solution knowledge
• Experience with customer support tools such as Zendesk, Salesforce Service Cloud, or similar.
• Familiarity with IoT technologies, connected devices, and cloud-based services
• Excellent problem-solving, communication, and interpersonal skills
• Ability to handle high-pressure situations and manage escalations effectively
• Strong analytical skills with experience in reporting and KPI tracking.
• Understanding of ITIL, SLA management, and customer support frameworks.

Job role competence

• Strong verbal and written communication skills for interacting with Partners and internal teams and manage partner expectations.
• Negotiation skills for managing service level agreements (SLAs) and customer expectations.
• Ability to prioritize and escalate critical issues when necessary and manage escalations
• Experience in developing and implementing service improvement strategies
• Operations Delivery Management
• Operate at a high level but dive deep into detail when necessary
• Simplify complex subjects and effectively communicate to stakeholders
• Ability to simplify technical concepts for non-technical customers.
• Communication of technical service changes and incident root cause
• Build positive and production relationships with partners and colleagues
• Creative problem solver

Knowledge & skills

• ITIL
• Financial Competence
• Knowledge sharing & Collaboration skills

Additional skill requirements

• Effective Leadership
• Excellent communication
• Partner Relationship Management & Focus
• Project management
• Strong Doer
• Results Driver
• Relationship Management

As part of our hiring process, Aeris may conduct background checks to verify the information provided in your application and assess your suitability for the role. The scope and type of checks will comply with the applicable laws and regulations of the country where the position is based. Additional detail will be provided via the formal application process.

Aeris walks the walk on diversity. We are a brilliant mix of varying ethnicities, backgrounds, religions, cultures, sexual orientations, gender identities, ages and professional / personal / military experiences – and that’s by design. Different perspectives are essential to our culture, innovative process and competitive edge. Aeris is proud to be an equal opportunity employer.