We are seeking a highly skilled and customer-focused Partner Technical Architect to join our Partner Success team. In this critical role, you will serve as the technical backbone for our partners, providing expert guidance, support, and enablement to ensure their success in implementing and leveraging our Talkdesk platform.. You will be instrumental in bridging the gap between our product and partner delivery teams, providing seamless integration and issue resolutions.
- Health Insurance/HMO
- Enjoy unlimited MadMax Coffee
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
- Above standard leaves
Technical Training & Enablement:
- Support partner onboarding by providing in-depth technical guidance and resources.
- Work closely with the Customer Success Enablement (CX) team to improve and enhance partner enablement training and artifacts.
Partner with Customer Success Enablement (CX) team on new technical webinars and ensure assigned partners are attending.
- Develop and deliver technical workshops and enablement programs for partners, focusing on platform architecture, implementation best practices, and AI capabilities.
- Technical Implementation & AI Support:
- Assist partners with complex technical implementations, providing hands-on support and troubleshooting expertise.
- Offer specialized guidance on leveraging our AI features and functionalities, ensuring partners maximize their value.
Partner Relationship & Support:
- Establish regular meeting cadences with assigned partners to provide direct support on open technical questions and issues.
- Act as a trusted technical advisor, building strong relationships and fostering partner confi dence.
Technical Troubleshooting & Escalation Management:
- Troubleshoot and resolve complex technical issues and escalations, ensuring timely and effective solutions.
- Collaborate with internal engineering and support teams to address critical issues and implement long-term solutions.
- Broker escalations within Talkdesk including Product and Customer Care
Technical Documentation & Best Practices:
- Partner with Talkdesk PS to enhance technical documentation, including best practices, implementation guides, and troubleshooting resources.
Product Feedback & Improvement:
- Gather and analyze partner feedback on product features and functionality, providing valuable insights to product management and engineering teams.
- Advocate for partner needs and contribute to the continuous improvement of our platform.
Product Knowledge & Expertise:
- Stay up-to-date on product updates, new releases, and emerging technologies, particularly in the AI space.
- Proactively share knowledge and insights with partners to ensure they are leveraging the latest innovations.
Scoping, SOW, and Implementation Methodology:
- Develop and deliver workshops to aid partners in scoping projects and developing Statements of Work (SOWs).
- Create and document implementation methodologies, including key touchpoints, artifacts, and escalation paths.
- Strong implementation or consulting background
- Senior-level stakeholder management experience
- Customer-facing and/or partner-facing experience
- Strong communication and presentation skills
- Ability to lead meetings/calls independently
- AI fluency and practical day-to-day usage
- Strong cultural fit
- Organized and able to manage multiple partners/projects
- Proactive and willing to go above and beyond
- Technical Architecture experience
- Technical Design experience
- Partner/Reseller experience (direct customer experience is acceptable)
- Prior experience in CCaaS, UCcaas, Saas
- API integration experience
- Technical enablement/training/workshop experience
- Experience supporting channel partners