Partner Success & Escalation Coordinator

Job Title Partner Success & Escalation Coordinator Job Description

In this role you will support global partners by managing technical escalations, playing a key role in maintaining service excellence as our international region continues to grow. You’ll coordinate a team of Technical Support Consultants (Tier‑2 specialists), plan resources across different zones, manage different stakeholders based on specific demands and make sure remote and onsite support runs smoothly and efficiently—even in challenging markets.

You’ll take ownership of partner performance and compliance, making independent decisions to keep operations on track and customers satisfied. Along the way, you’ll build strong relationships, drive improvements, and help create better processes for faster issue resolution.

• Orchestrate end‑to‑end technical and clinical support & entitlement for 150+ partners, serving as the single point of escalation across IR and leadership to secure timely resolution and customer satisfaction.
• Collaborate with technical teams, markets, and commercial teams to drive fast and effective issue handling.
• Own workforce planning for 20 cross‑zone Tier‑2 Technical Support Specialists (TSS), creating and communicating weekly capacity plans that cover all modalities and resolve capacity conflicts with resource planners and CCC management.
• Govern partner escalations: triage, prioritize, register, and drive resolution of technical cases; lead onsite interventions in challenging countries when remote recovery is not feasible.
• Manage trade‑partner performance for technical quality and customer experience; define corrective actions, track remediation, and report outcomes to CS Directors and Market leadership.
• Exercise independent decision‑making on escalation thresholds, alternative actions (including commercial mitigations), and deployment of corrective actions.
• Drive operational compliance (Export Control, Regulatory, Legal, employee safety), embedding controls and checks into day‑to‑day operations in a complex, multi‑market environment.
• Run remote support operations: intake and qualification of partner requests, entitlement verification, prioritization, initiation of actions, and resolution of non‑technical Tier‑2 requests; escalates to BIU Technical Support when required.
• Coordinate onsite clinical application, technical, and installation support by identifying required skills, securing resources across BIUs/Markets, scheduling, and maintaining/adapting progress plans.
• Execute SAP service transactions with financial accuracy (service orders, purchase orders, cost settlement, invoicing) to ensure compliant billing and cost control.
• Build and nurture stakeholder relationship - partners, CS Market Managers, next‑level support, and management—to accelerate issue resolution and strengthen communication flows.
• Lead continuous improvement by analyzing escalation and call data to identify competency gaps; initiate and deliver projects that improve Response Center effectiveness and partner outcomes.
• Monitor total work‑in‑progress daily, maintain transparent dashboards/metrics, KPI’s and provide clear status, risk, and action reporting; make decisions on Tier‑2 capacity planning and elevate at the right moment.

• Bachelor’s degree in Business Administration, Information Technology, International Business or equivalent; OR completed vocational education with relevant experience.
• Minimum 2 years of experience with a Bachelor’s degree OR 4+ years with vocational education in Customer Service or service operations preferably in the Healthcare industry.
• Experience in Salesforce/ Service Max.
• Proven ability to manage technical escalations and partner performance in complex, multicultural environments.
• Strong communication and negotiation skills; able to build effective relationships quickly.
• Independent decision‑making and proactive problem‑solving under pressure.
• Customer‑oriented mindset with basic understanding of business financials and SAP transactions.
• Knowledge of compliance requirements (Export Control, Regulatory, Legal, and employee safety).
• English proficiency at minimum C1 level (spoken and…