POSITION SUMMARY:Customer Care is a frontline team that ensures our customers success across the world, by delivering a comprehensive set of support services from our Technical Support Centers across the regions to Field Services delivering onsite repair and maintenance for Cepheid systems.The role is a high visibility position in the organization and will establish, maintain, and expandrelationships with distributors and service providers in the designated country/region.The Channel Partner Manager (PRM) will be the Cepheid ambassador to the Service Partners and will be responsible to manage Partner Selections/Offboarding’s, Performance, Capabilities, Annual Reviews, SFDC Partner Community adoption, etc. to increase customer experience and drive direct equivalence in EMEA indirect channel. This ability to bring our partner network up to our internal standards of service delivery will continue to enhance our best-in-class customer experience, whilst providing innovative means to supply timely support, enhance customer satisfaction, exceed revenue growth and reduce costs. ESSENTIAL JOB RESPONSIBILITIES:Single point of contact for Partners during the entire Partner Relationship Management (PRM) Lifecycle.Collaborate with Commercial team on Partner Selection, Onboardings & Offboarding’s from a Service perspective.Drive Readiness for potential strategic channel variations and service delivery equivalence with Cepheid’s direct field.Locally drive adoption of EMEA Partner Programs with the partners including but not limited to SFDC Partner community rollout, Partner Performance management, Incentive Programs, Svc Business Planning etc.Drive Monthly/Quarterly/Yearly Service Performance Reviews with the Partners.Ensures partner compliance with partner agreements, negotiates annual contract renewals.Work closely with all internal and external team members to work in regional and global metrics and KPIs.Presents results and progress of Partners to the leadership team at regular intervals.Proactively assesses, clarifies, and validates partner needs on an ongoing basis.Facilitates discussion of all stake holders in a positive and proactive manner.Analyzes risk, issues, and opportunities, and takes proactive ownership to resolve partner related issues as they arise.Applies Danaher best practices and processes to manage projects.Escalate issues as necessary for prompt and effective resolution.TRAINING RESPONSIBILITIES: (REQUIRED)Complete all assigned and required training satisfactorily and on timeFor people managers, ensure your associates attend and complete all required trainings satisfactorily and on time.MINIMUM REQUIREMENTS:Education and Experience (in years): Bachelor’s degree in field with 5+ years of related work experience ORMaster’s degree in field with 3+ years of related work experienceAbility to work in Multicultural environmentCustomer Service experienceDistributor and Partner Management experienceKnowledge and skills: Must be able to speak and write in English fluently. Local language Fluency is advantageous based on geographic location of the role.Strong Negotiation and conflict resolution Skills.Have knowledge in use of ERP/CRM systems (SAP/SFDC). Partner Community Cloud and Lightning tangible project experience is advantageous.Local Partner management experience will be essential. Working with or managing channel partners on commercial or operational aspects in EMEA region.Develops relationships with Partners and Commercial team. Strong collaborations skills, able to achieve success by leading teamwork across the organization.Ability to work well independently and exercise appropriate judgment under general direction. Take direction from multiple sources and manage conflicting priorities in an effective and efficient manner.Use continuous DBS, Lean, Six Sigma Principles and problem-solving process to bridge the gap between company and end users, with zero tolerance on compliance deviations.Is fluent in the use of Microsoft Office Software (Excel, Word, PowerPoint, MS TEAMS).Builds an environment of continuous improvement, drives effective change.Dedication to customer experience. Understanding of local healthcare market dynamics and builds solutions to serve the disparate needs of a diverse customer base.Good management of priorities according to established prioritization.Very thorough, detail oriented, and excellent communication skills.Strict adherence to the Danaher integrity and compliance policy.Other:Travel: 25% or as required for the jobThe statements in this description represent typical elements, criteria and general work performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills for this job.As part of the Danaher family of companies, our work at Cepheid is supported by a global science and technology innovator. In addition to Danaher’s unrivaled leadership training and professional development programs, this relationship also provides expanded career opportunities across industries and brands. Together, we are united by a shared purpose: Helping Realize Life’s Potential.When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful tools and the stability of a tested organization.At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve.Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.If you’ve ever wondered what’s within you, there’s no better time to find out.
