Manager, Partner Support - (REMOTE -BASED POSITION - USA)

**THE ROLE:** At FEVO, we are dedicated to enhancing client success through comprehensive support and continuous improvement. Our Partner Support Team is crucial in ensuring seamless offer management, technical troubleshooting, and ongoing client engagement. The Partner Support Manager plays a critical role in managing complex client interactions, ensuring timely and accurate support, and driving partner satisfaction through proactive engagement and troubleshooting. This role will tackle advanced technical issues, execute complex offer configurations, and maintain close alignment with the Success, Training, Product, and Tech teams to meet high standards of service. This position reports directly to our Senior Manager, Partner Support. As a team member, you'll collaborate with a community of innovative, high-performing individuals excelling at building deep, mutually beneficial relationships in addition to creating exciting and innovative products. This is a remote-based position in the U.S., with a salary range of $55,000 to $65,000 per year. ### WHAT YOU'LL BRING: - Proven ability to manage and lead teams, with experience mentoring associates and fostering a collaborative, high-performance culture. - Demonstrated experience in team coordination, workload balancing, and leveraging team strengths to ensure efficient case resolution and adherence to SLAs. - Proficient in diagnosing and resolving complex technical issues, with a structured approach to identifying solutions for unique and challenging cases. - Strong written and verbal communication skills, with the ability to set client expectations, explain technical resolutions clearly, and keep clients informed on case status. - Excellent time-management skills, with the ability to manage and prioritize multiple escalated cases while meeting SLA requirements. - Ability to identify areas for improvement, recommend optimizations, and support the development of resources that streamline support workflows. - Willingness to collaborate with the Partner Support Associates, Implementation, Customer Support, and Tech teams to deliver high-quality, client-centered support. **Qualifications:** - Proven ability to contribute to foster a collaborative, high-performance culture. - Demonstrated experience in team coordination, workload balancing, and leveraging team strengths to ensure efficient case resolution and adherence to SLAs. - Proficient in diagnosing and resolving complex technical issues, with a structured approach to identifying solutions for unique and challenging cases. - Strong written and verbal communication skills, with the ability to set client expectations, explain technical resolutions clearly, and keep clients informed on case status. - Excellent time-management skills, with the ability to manage and prioritize multiple escalated cases while meeting SLA requirements. - Ability to identify areas for improvement, recommend optimizations, and support the development of resources that streamline support workflows. - Willingness to collaborate cross-functionally to deliver high-quality, client-centered support. **Tech Stack:** - Salesforce CRM + Service - Ticket Management - JIRA, - Slack - G-Suite ### WHAT YOU'LL DO: **KEY RESPONSIBILITIES** **Client Management and Operational Execution:** - Lead, mentor, and train Partner Support associates, fostering collaboration and ensuring SLA adherence. - Promptly address the day-to-day needs of client accounts and deliver tailored platform recommendations. **Advanced Case Handling and Escalation Management:** - Prioritize and resolve escalated cases, ensuring adherence to SLA guidelines and maintaining client satisfaction. - Collaborate with Product and Technical teams for cases requiring specialized expertise or technical intervention. - Document escalation actions and resolutions to support knowledge sharing and process improvement. **Technical Troubleshooting and Issue Resolution:** - Diagnose and resolve complex technical issues, including configuration errors and platform discrepancies. - Provide advanced guidance on platform features, addressing detailed "how-to" inquiries with step-by-step support. **Offer Management and Execution Support:** - Oversee and execute intricate offer configurations, ensuring accuracy across front-end and back-end systems. - Conduct thorough testing and validation of offers to confirm alignment with client goals and functionality. - Provide insights and best practices to optimize offer setups and improve client outcomes. **Feedback Integration and Resource Optimization:** - Collaborate with Product & Training teams to refine workflows, update knowledge base content, and enhance training resources. **Other Duties:** - Perform other duties and responsibilities, as may be assigned. ### WHAT YOU'LL GET: - Competitive base salary - Remote-based position within the U.S. - Comprehensive benefits package including health, dental and vision insurance, and supplemental benefits options - 401(k) retirement plan - Flexible Paid Time Off - Opportunities for professional growth and development within an innovative and forward-thinking organization ### California Privacy Notice: Personnel and Job Applicants California Privacy Notice: Personnel and Job Applicants 1. Introduction FEVO, Inc. ("Company", "we" or "us") has issued this California Privacy Notice (this "Notice") to describe how we handle Personal Information that we collect and process about our Personnels and job applicants who are residents of California (collectively referred to as "you") applying for a job at or working for Company in the United States. The term "Personnel" includes employees and independent contractors, including contingent workers, temporary workers, and interns. This categorization is for convenience and does not demonstrate or establish any particular employee, contractor or other status. We respect the privacy rights of individuals and are committed to handling Personal Information responsibly and in accordance with applicable law. This Notice sets out the Personal Information that we collect and process about you, the purposes of the processing and the rights that you have in connection with it. The California Consumer Privacy Act of 2018, including the California Privacy Rights Act of 2020 and any regulations promulgated thereunder (“CCPA”), provides California residents with specific rights regarding their Information. This Notice, which applies only to California residents, describes your rights under the CCPA, explains how you may exercise your rights, and provides an overview on the types of Personal Information we collect. Please take the time to read and understand this Notice, which should be read in conjunction with our other corporate policies and procedures. When appropriate we will provide a “just in time” notice or notice at collection to cover any additional processing activities not mentioned in this document. If you have any comments or questions about this Notice, please contact us at the contact details in Section 11 below. 2. Types of Personal Information We Collect The CCPA defines “Personal Information” as information that identifies, relates to, describes, references, or is reasonably capable of being associated with, or could reasonably be linked, directly or indirectly, with a particular consumer or household. Data that has been de-identified, anonymized, or aggregated, or that otherwise cannot reasonably be related back to a specific person, is not considered Personal Information. In the course of your employment or engagement with Company, or when making an application for employment or engagement with Company, we may process Personal Information about you and your dependents, beneficiaries and other individuals whose Personal Information has been provided to us. The types of Personal Information we may process include, but are not limited to: - Identification data – such as your name, gender, photograph, date of birth, employee IDs. - Contact details – such as home and business address, telephone/email addresses, emergency contact details. - Employment details – such as job title/position, office location, employment contract, performance and disciplinary records, grievance procedures, sickness/time-off records. - Background information – such as academic/professional qualifications, education, CV/résumé, criminal records data (for vetting purposes, where permissible and in accordance with applicable law). - Government identifiers – such as government issued ID/passport, immigration/visa status, or social security numbers. - Information on your spouse/partner and/or dependents – such as your marital status, identification and contact data about them and information relevant to any Company benefits extended to such people. - Financial information – such as bank details, tax information, withholdings, salary, benefits, expenses, company allowances, stock and equity grants. - IT information – information required to provide access to company IT systems and networks (and information collected by / through those systems) such as IP addresses, log files and login information. We may also process Sensitive Personal Information relating to you (and your spouse/partner and/or dependents). The CCPA’s definition of Sensitive Personal information includes social security, driver’s license, state ID, or passport number; racial or ethnic origin; union membership; biometric information; and personal information concerning health, sex life, or sexual orientation ("Sensitive Personal Information"). We do not sell Sensitive Personal Information collected under this Notice. We may need to collect, or request on a voluntary disclosure basis (or involuntarily, if required by applicable law), some Sensitive Personal Information for legitimate employment-related purposes: for example, information about your racial/ethnic origin and gender for equal employment opportunity reporting purposes (in accordance with applicable law); or information about your physical or mental condition to provide work-related accommodations, health and insurance benefits to you and your dependents, or to manage absences from work. 3. Sources of Personal Information Generally, you will have provided the information we hold about you, but there may be situations where we collect Personal Information or Sensitive Personal Information from other sources. For example, we may collect the following: - Certain background and other information from recruitment agencies, academic institutions, referees, background checking agencies and other third parties during your recruitment and/or employment/engagement. - Certain information on your performance, conduct or other information relevant to formal internal procedures (e.g., disciplinary or whistleblowing procedures), from clients or other organizations with whom you work. - Information on your training and development from external training partners and information about your experience and impressions of Company through external survey providers. - Information about your health, including your fitness to carry out work and/or any accommodations or adjustments to be considered from a health care provider (as permitted by applicable law). - Information on accidents or incidents from Company’s insurance brokers, insurers and their appointed agents, where they are involved. - Information on tax payable from tax authorities and Company’s appointed payroll agents and tax/financial advisers. - Information collected through Company’s IT systems and other devices. - Information about your entitlement to participate in, or receive payments or benefits under, any insurance or pension plan or program provided by Company, from the relevant benefit provider or its appointed agent. - Information from publicly available sources (e.g. news sources and/or from social media platforms) in connection with any investigation or formal procedure concerning the same (for instance, for the investigation of an allegation that a Personnel has breached our rules on social media use or conduct generally). 4. Purposes for Processing Personal Information (i) Recruitment purposes If you are applying for a role at Company, then we collect and use your Personal Information primarily for recruitment purposes – in particular, to determine your qualifications for employment or engagement as an independent contractor and to reach a hiring decision. This includes assessing your skills, qualifications and background for a particular role, verifying your information, carrying our reference checks or background checks (where applicable) and to generally managing the hiring process and communicating with you about it. If you are accepted for a role at Company, the information collected during the recruitment process may form part of your ongoing Personnel record. If you are not successful, we may still keep your application for internal reporting and to allow us to consider you for other suitable openings within Company in the future. (ii) Employment or work-related purposes Once you become a Company Personnel, we may collect and use your Personal Information for the purpose of managing our employment or working relationship with you – for example, your employment records and contract information if you have a contract (so we can manage our employment relationship with you), your bank account and salary details (so we can pay you), your equity grants (for stock and benefits plans administration), if any, and details of your spouse and dependents (for emergency contact, tax and benefits purposes). We may process our Personnels' Personal Information through a Professional Employer Organization (“PEO”) or other human resources system ("HR System"), which provides tools that help us to administer HR and Personnel compensation and benefits. This will involve maintaining your Personal Information in, or transferring it to, our PEO or HR System provider's servers in the United States. Company may host these servers or utilize third party servers. (iii) The Company global directory We maintain a global directory of Personnels that contains your professional contact details (such as your name, location, photo, job title and contact details). This information will be available to everyone in the Company to facilitate global cooperation, communication and teamwork. (iv) Other legitimate business purposes We may also collect and use Personal Information when it is necessary for other legitimate purposes, such as: - to help us conduct our business more effectively and efficiently – for example, for general HR resourcing, reporting or analytics, IT security/management, business continuity purposes, accounting purposes, or financial planning; - to investigate violations of law or breaches of our own internal policies and more generally to protect the rights and interests of Company’s group, our employees, applicants and others. For instance, we may monitor your browsing or communications activity or location when using our devices or systems, if we suspect that you have been involved in phishing scams, fraudulent activity or activities in competition with or inconsistent with your work for Company. - to help secure our networks and systems from unauthorized access, scams, and malicious code. For instance, we may monitor and review electronic mail communications sent or received using Company issued devices or accounts, or stored on or using such a device or account. We may also monitor and record each website visit, each chat session, newsgroup post, e-mail message, and each file transfer into and out of our systems and networks. Company may monitor this activity at any time, and, to the extent permitted by laws, users of our networks and systems should not expect privacy when using these systems and devices. - in accordance with our Personal Device Policy. For instance, we may deploy security software on your personal device that monitors URLs for phishing risks and other security threats. - to foster diversity, inclusion, and a welcoming work culture. Company may use video cameras and recording equipment for its premises, offices, and facilitates, and stores information captured by this equipment, in order to secure its networks, systems, and property, and may monitor access and use of its systems using this equipment. (v) Law-related and other purposes We also may retain and use your Personal Information where we consider it necessary for complying with laws and regulations, including collecting and disclosing Personnel Personal Information as required by law (e.g. for tax, health and safety, anti-discrimination and other employment laws), under judicial authorization, to protect your vital interests (or those of another person), or to exercise or defend the legal rights of the Company global group of companies. 5. Who We Share Your Personal Information With We take care to allow access to Personal Information only to those who require such access to perform their tasks and duties, and to third parties who have a legitimate business purpose or other lawful ground for accessing it. Whenever we permit a third party to access Personal Information, we will implement appropriate measures designed to ensure the information is used in a manner consistent with this Notice. (i) Transfers to third party service providers In addition, we may make certain Personal Information available to third parties who provide services to us. We do so on a "need to know basis" and in accordance with applicable data privacy laws. For example, some of this information will be made available to: - our benefit/reward plans service providers (including retirement plan and medical insurance providers); - service providers who provide us with payroll, tax and expense administration support services; - providers of our HR Platform, including our recruitment platform; - service providers who provide, support and maintain our IT, security, and communications infrastructure (including for data storage purposes) and/or provide business continuity services; - service providers who assist in the coordination and provision of relocation, travel and/or travel permit services (in connection with work-related travel); - service providers who provide services in relation to staff training and/or qualifications and staff surveys, e.g.; and - auditors, advisors, legal representatives and similar agents in connection with the advisory services they provide to us for legitimate business purposes and under a contractual prohibition of using the Personal Information for any other purpose. (ii) Transfers to other third parties We may also disclose Personal Information to third parties on other lawful grounds, including: - Where you have provided your consent; - To comply with our legal obligations, including where necessary to abide by law, regulation or contract, or to respond to a court order, administrative or judicial process, including, but not limited to, a subpoena, government audit or search warrant; - In response to lawful requests by public authorities (including for tax, immigration, health and safety, national security or law enforcement purposes); - As necessary to establish, exercise or defend against potential, threatened or actual legal claims; - Where necessary to protect your vital interests or those of another person; and/or - In connection with the sale, assignment or other transfer of all or part of our business. We do not sell the Personal Information we collect from and about you as described in Sections 2-4. 6. Summary of Personal Information Collection, Use and Disclosure In the past 12 months, we have collected some or all of the categories of Personal Information described in the table below, which further describes the business or commercial purpose(s) for which the Personal Information was collected and the entities to whom such information has been disclosed within the last 12 months. | | | | | | --- | --- | --- | --- | | Category | Examples | Purposes | Disclosed to | | Identifiers | Name, alias, postal address, unique personal identifier, online identifier, internet protocol (IP) address, device, browser, email address, account name, or other similar identifiers | Recruitment; employment or work related purposes; inclusion in the Company Global Directory; other business purposes set forth in Section 4 of the Notice | Service providers; public or governmental authorities | | Personnel or applicant records information | Name, signature, physical characteristics or description, address, telephone number, insurance policy number, education, employment, employment history, or other similar information. Some personal information included in this category may overlap with other categories | Recruitment; employment or work related purposes; other business purposes set forth in Section 4 of the Notice | Service providers; public or governmental authorities | | Characteristics of protected classifications under California or federal law | Age, race, color, ancestry, national origin, citizenship, religion or creed, marital or familial status, medical condition, physical or mental disability, sex, veteran or military status, genetic information, and other similar information | Recruitment; employment or work related purposes | Service providers; public or governmental authorities | | Internet or other similar network activity information | Browsing history, search history, information regarding consumer’s interaction with Company’s systems | Security and fraud prevention | Service providers | | Sensory data | Photo(s) of you | Security and fraud prevention; inclusion in the Company Global Directory | Service providers | | |