Your purpose in the role

To provide excellent service and support to our Partner community, sustain, grow and develop our Partners through their understanding and use of Insights Discovery portfolio within their learning solutions for their clients.
 

What you’ll do to succeed

 

• Deliver legendary partner experience by providing timely and knowledgeable support to Partner requests and queries whilst using the opportunity to educate and upsell/cross sell
• Provide post sale support to our Partner Account Managers for their managed partners.
• Engage with Partners to deepen their understand and use of Discovery in their business
• Support the qualification and development of recruitment opportunities including the initial onboarding of new partners
• Act as an Ambassador for Insights with internal and external clients
• Work effectively in a matrix management structure – keeping up to speed with both regional and channel activity

How you’ll do this

• You will use your strong communication skills and telephone presence to build a rapport with Partners and internal contacts to ensure delivery of legendary experience and value
• You will work as part of a team to deliver on all activities in required timescales
• In partnership with marketing plan and distribute key marketing messages and meaningful content to develop and grow our Partners
• Provide sales support to Partner Channel in set up of new Partners, LP’s, Partner CP’s (and leavers)
• Plan and prioritise activities to deliver on agreed sales goals
• Expertly ensure D365 is accurate and up to date
• Communicate and articulate the Insights Value Proposition and Strategy to Licensed Practitioners, to differentiate Insights from our competitors
• Develop knowledge of Partner network, including agreements and regional strategy and terminology
• Acquire thorough knowledge of Discovery suite and education and upskill LPs and Partners in the application and value
• Maintain Partner NPS and customer effort at a base of 75+
• Develop cross team relationships and perform seamlessly in hand off of activities/tasks

How you’ll show up

• With a commercial mindset to support the growth of partners and the Partner channel
• Hold a strong passion for legendary customer experience and always prepared to ‘go the extra mile' in delivering support on time and to the highest standards
• Demonstrate your ability to cross sell and up sell to Partners
• You will use your strong communication skills to share relevant information with team members and customers
• Take ownership and responsibility when handling inbound customer enquiries
• You will constantly seek new and innovative ways to meet and exceed our customers' expectations, making recommendations and suggestions to improve processes and procedures as appropriate
• You will ensure your knowledge of our products is current and comprehensive, so you are able to describe the features of products and services accurately and relate them to the customer’s needs
• A proactive approach to problem identification and solution
• Takes responsibility for your actions and accepts accountability
• Demonstrates the drive and initiative to achieve personal and organisational priorities
• Highly motivated, articulate and meticulous with great attention to detail
• Inspired and excited both by self- development and by the development of others
• Motivated by stretching targets and have a natural drive for results

What you’re great at

 

• Proven experience of interacting with customers in a sales/customer services environment. 
• Ability to work as part of a highly productive, strong team and demonstrate flexibility regarding working in a continually evolving environment
• An understanding of the learning and development world and/or consulting related industries.   
• Strong organisational skills, with an ability to manage your own workflow and team demand
• Confident and professional written and verbal communicator
• Proven ability to work under pressure and adhere to deadline
• Methodical and highly organised with the ability to think clearly under pressure
• Building effective team and Partner relationships
• Accurate data entry skills and attention to detail
• Able to handle enquiries by listening to and understanding the needs of customers
• Problem solving
• An understanding of social selling  
• Solid and proven office administration and CRM experience  
• Good IT skills particularly in MS Word, Outlook, Excel and PowerPoint 
• Nurturing yourself and your team 

Other Requirements

 

• Minimal travel may be a requirement of this role