Senior Partner Success Manager

Job description

OverviewKeysight 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. ResponsibilitiesPartner Engagement & SuccessEstablish & maintain trusted relationships with stakeholders across R&D, Sales, Support, Business Operations, Order Fulfillment, Finance, Legal, and other partner organizationsHelp partners achieve their business objectives by serving as a consultative expert & strategic advisor for CSED platforms, capabilities, operational models, policies, and best practicesRepresent CSED in cross-functional strategic initiativesDevelop & deliver training programs, workshops, demonstrations, webinars, and recurring office hours for key stakeholder groups across KeysightEstablish & 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 studiesRepresent stakeholder & customer perspectives within internal forums to influence product roadmaps and strategic investmentsPlatform Adoption & CommunicationsDrive 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 valuePartner with Product Management, Engineering, QA, and platform operations counterparts to support successful rollout of new features & productsOwn scaled communications on behalf of the team including roadmap updates, release notes, critical system announcements, etc.Knowledgebases & Learning ResourcesOwn and maintain partner & customer knowledge bases, operational playbooks, FAQs, cheat-sheets, and relevant presentation collateralLaunch an internal platform certification program that ensures baseline understanding of policies & capabilities, prior to enabling user accessCreate self-service online learning resources integrated with new hire onboarding learning paths to ensure baseline understanding of SW policy, operations, and licensingCodify institutional knowledge and best practices into written form Business Operations & SupportSupport business-critical workflows including new product introductions (NPI), software delivery & update management, order exception handling, and channel partner operationsPractice continuous improvement to identify process bottlenecks, operational risks, and scaling opportunities; partner with product team to deliver programmatic solutionsCoordinate investigation and resolution of complex technical issues, business escalations, and customer incidents; facilitate root cause analysis exercises to prevent future recurrences QualificationsBachelor's degree in Business Management, Information Systems, Computer Science, or related field7+ years of experience in Partner Success, Customer Success, Product Operations, Program Management, Technical Marketing, or similar rolesIn depth understanding of the end-to-end B2B software customer journey, touchpoints, and key drivers & constraintsDeep understanding of the enterprise B2B software business operating model from new product introduction to order fulfillment to support & maintenanceDemonstrated experience driving adoption & utility maximization, user onboarding & support, partner or customer enablement, and scaled communicationsProven ability to define metrics, make data-driven decisions, navigate contradictory data-points, and build anecdote & data-supported narrativesStrong project and program management skills, including leading initiatives across multiple teams and geographies without direct authorityExceptional coordination, communication, and presentation skills across technical, non-technical, and executive sponsor stakeholders Preferred QualificationsMBA or STEM-related Master’s DegreeExperience with software entitlement, licensing, and enforcement technologiesExperience designing and scaling partner enablem