# Senior Manager, Technical Services & Partner Operations

**Company:** [Bevi](https://hotfix.jobs/companies/bevi)
**Location:** Boston, MA
**Role:** Customer Success
**Salary:** $146k – $180k/yr
**Experience:** 10+ years
**Skills:** Partner Management, technical services, kpi dashboard, Zendesk, Excel, PowerPoint, AI Tools, gemini, Claude, ChatGPT, Workflow Automation, qbr, mbr
**Posted:** 2026-07-13

> Lead Technical Partner Operations and oversee T1/T2 Technical Services teams at Bevi. Manage partner relationships, drive QBRs, identify training needs, monitor operational health, and collaborate cross-functionally with Sales, Product, and Engineering to improve customer experience and machine performance. Requires 10+ years in technical services or partner management.

## Job Description

## Technical Partner Operations
- Lead, coach, and develop a team of Technical Partner Managers, accountable for the technical success of Bevi’s distribution partners
- Develop and maintain relationships with Partner Service Managers, ensuring needs are met and escalations are handled promptly
- Drive key partner relationship initiatives: proactive projects for better customer experience, machine uptime optimization, partner trainings, and regular MBR/QBR touchpoints
- Identify partner training gaps and build a roadmap to address them
- Own and circulate a KPI dashboard tracking partner health and team performance
- Serve as the escalation point for complex technical issues; partner with Quality and Engineering to identify trends and close the loop
- Present partner performance insights monthly to leadership with clear action plans
- Develop and maintain a technical roadmap for process optimization using available data resources

## Technical Services Management
- Provide strategic leadership and oversight of the T1 and T2 Technical Services teams through their respective managers
- Monitor operational health across T1/T2 including escalations, team performance, and cross-functional feedback loops; surface issues to leadership
- Partner with Product and Engineering to relay critical field insights and prioritize product improvements
- Proficient with current AI tools with a proven track record of workflow automation
- Foster a culture of accountability, continuous improvement, and coaching across the full Technical Services function
- Drive the customer and partner experience strategy as a key member of the Technical Services leadership team
- Demonstrate long-term strategic vision with capacity planning, 3rd party/BPO exploration and recommendations, and the ability to scale while finding efficiencies

## Requirements
- Bachelor’s degree or equivalent
- 10+ years of experience in technical services, partner management, or account relationship organizations
- Demonstrated success leading both partner-facing and internal support functions; experience managing managers a plus; experience managing 3rd party contact centers nice to have
- Data-driven with strong analytical skills; comfortable visualizing and presenting KPIs to all levels of leadership
- Outstanding communication skills, with the ability to translate complex technical concepts for a wide range of audiences
- Familiarity with Zendesk, Excel, PowerPoint, and similar tools
- Proficiency with Gemini, Claude, ChatGPT or other automation/AI tools used to improve CX or internal processes
- Creative, organized, and responsive; able to balance responsiveness with proactive project work
- Self-starter who thrives under ambiguity in a fast-paced environment
- Proven track record building relationships with partners, technicians, and internal stakeholders
- High accountability with the ability to manage multiple competing priorities

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