Senior Partner Success Manager

Overview

Keysight is at the forefront of technology innovation, delivering breakthroughs and trusted insights in electronic design, simulation, prototyping, test, manufacturing, and optimization. Our ~16,800 employees create world-class solutions in communications, 5G, automotive, energy, quantum, aerospace, defense, and semiconductor markets for customers in over 100 countries. Learn more about what we do.

Our award-winning culture embraces a bold vision of where technology can take us and a passion for tackling challenging problems with industry-first solutions.

We believe that when people feel a sense of belonging, they can be more creative, innovative, and thrive at all points in their careers.

Software is a strategic growth area for Keysight, and the Customer Software Entitlement & Delivery (CSED) organization plays a vital role in enabling software monetization, customer experiences, scalable business operations, and successful M&A integration across the company. This is powered primarily via the Keysight Software Manager (KSM) platform – a portfolio of applications, services, and SDKs integrated throughout the customer and software subscription lifecycle.

The Product Innovation & Experience (PIE) team is responsible for ensuring KSM continues to evolve with Keysight’s strategic objectives and serve as a competitive advantage for the company. As the Partner Success Manager, you will be the force-multiplier for the combined output of the Product Management, Business Enablement & Operations, and QA Engineering functions of this team. In this role, you will drive partner engagement & success, platform adoption, scaled communications, knowledgebase & learning resource management, business operations support, customer incident response, and other activities that help users extract the highest value from our tools.

The successful candidate will bring a combination of customer-centric thinking, empathy, and relationship-management skills balanced with operational rigor, data-driven decision-making, and technical literacy.

• Establish & maintain trusted relationships with stakeholders across R&D, Sales, Support, Business Operations, Order Fulfillment, Finance, Legal, and other partner organizations
• Help partners achieve their business objectives by serving as a consultative expert & strategic advisor for CSED platforms, capabilities, operational models, policies, and best practices
• Represent CSED in cross-functional strategic initiatives
• Develop & deliver training programs, workshops, demonstrations, webinars, and recurring office hours for key stakeholder groups across Keysight
• Establish & lead critical partner engagement programs including Subject Matter Expert (SME) Forum, Brownbag Learning Sessions, Voice-of-Business / Voice-of-Customer, etc.
• Support CX improvement program, including through facilitation of UX studies
• Represent stakeholder & customer perspectives within internal forums to influence product roadmaps and strategic investments

• Drive adoption of new platform capabilities, policies, and processes. This includes organizing the program, engaging stakeholders, tracking & report progress, managing dependencies, etc.
• Support acquisition onboarding, migration, and change-management plans to accelerate realization of business value
• Partner with Product Management, Engineering, QA, and platform operations counterparts to support successful rollout of new features & products
• Own scaled communications on behalf of the team including roadmap updates, release notes, critical system announcements, etc.

• Own and maintain partner & customer knowledge bases, operational playbooks, FAQs, cheat-sheets, and relevant presentation collateral
• Launch an internal platform certification program that ensures baseline understanding of policies & capabilities, prior to enabling user access
• Create self-service online learning resources integrated with new hire onboarding learning paths to ensure baseline understanding of SW policy, operations, and licensing
• Codify institutional knowledge and best practices into written form

• Support business-critical workflows including new product introductions (NPI), software delivery & update management, order exception handling, and channel partner operations
• Practice continuous improvement to identify process bottlenecks, operational risks, and scaling opportunities; partner with product team to deliver programmatic solutions
• Coordinate investigation and resolution of complex technical issues, business escalations, and customer incidents; facilitate root cause analysis exercises to prevent future recurrences

• Bachelor's degree in Business Management, Information Systems, Computer Science, or related field
• 7+ years of experience in Partner Success, Customer Success, Product Operations, Program Management, Technical Marketing, or similar roles
• In depth…