Note: The job is a remote job and is open to candidates in USA. Nue.io is seeking a Partner Success Operations Manager to ensure partners have the necessary resources for success and to proactively address their needs. The role focuses on managing support operations, maintaining documentation, and improving self-service capabilities for partners.
Responsibilities
- Proactively identify trends and patterns across support channels, catching issues early and reducing the volume of repeat questions over time
- Build and maintain the resources and documentation that let partners find answers and solve problems on their own, so reaching out to the team is the exception, not the first move
- Own and manage the support ticketing queue end to end, ensuring every request that does come in is triaged to the right resource and tracked through to resolution
- Triage incoming requests to the correct escalation path, routing to product specialists, Forward Deployment Engineers, or the Center of Excellence as complexity requires, so nothing stalls in the wrong queue
- Track Forward Deployment Engineer deployment across complex and at-risk engagements, and monitor team utilization to flag capacity risk before it affects partner delivery
- Own resolution, not just routing: when a partner question or problem lands with the team, see it through to close or escalate with full context rather than handing it back
- Partner with the Center of Excellence and Partner Success Managers to keep this operational layer off their plates, so they stay focused on methodology and partner relationships respectively
- Support the definition and buildout of the systems this function runs on (ticketing, scheduling, and reporting), not just operate what already exists
- Use AI accelerators and tooling as a first instinct for queue management, scheduling, and reporting, and flag gaps or failures back to the Center of Excellence for evaluation
Skills
- 3-5+ years running a technical support or delivery operations function, ideally in enterprise software or professional services
- A proactive mindset that treats a rising queue as a signal to fix the root cause and build better self-service resources, not just a staffing problem
- Strong understanding of CPQ, billing, or quote-to-cash delivery work and the escalation paths that resolve it, or a comparable technical delivery domain
- Demonstrated ability to manage a queue or pool of specialized technical resources under real-time demand, staying ahead of capacity and utilization risk rather than reacting to it
- Experience working with, or standing up, ticketing systems and support queues
- Excellent organizational and prioritization skills, with the ability to triage inbound requests quickly and route them without dropping context
- Experience working across cross-functional technical teams (architects, consultants, engineers) to coordinate responses and drive issues to resolution
- Comfortable working in a fast-paced startup environment where processes are still being built and the ability to operate with ambiguity is essential
- Prior experience supporting or operating a partner- or channel-delivery model
- Familiarity with AI tools for support and delivery operations: triage, summarization, and reporting
- Knowledge of billing, CPQ, or revenue systems in an implementation or support context
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