Partner Success & Escalation manager

Job Title

Job Description

Partner Success & Escalation Manager

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.

Your role:

• 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; escalate 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 escalate at the right moment.
   

You're the right fit if:

• Bachelor’s degree in Business Administration, Information Technology, International Business or equivalent; OR completed vocational education with relevant experience.
• Minimum 2 year 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/ ServiceMax
• Ability to operate effectively across multiple taks and rapidly shifting priorities, with strong adaptability in escalation scenarios.
• A proactive and creative mindset, bringing fresh ideas and continuously challenging the status quo to improve processes and outcomes.
• Excellent communication and relationship-building skills, enabling collaboration across diverse cultures and countries with diverse geopolitical scenarios.
• Advanced level of English both verbal and written.

How we work together
We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.

About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.

If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care here.