Partner Experience Leader

Partner Experience Leader

General Information

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Country

United States

Department

MARKETING

Date

Wednesday, December 18, 2024

Working time

Full-time

Ref#

20034504

Job Level

Individual Contributor

Job Type

Experienced

Job Field

MARKETING

Seniority Level

Mid-Senior Level

Currency

USD - United States - US

Annual Base Salary Minimum

120,000

Annual Base Salary Maximum

125,000

The salary range above represents the low and high end in the local currency of Xerox's salary range for this position and is reflected in an annualized amount. Actual salaries will vary based on factors including, but not limited to, geographic location, market competition, and/or the successful applicant's education, experience, knowledge, skills, and abilities. The range listed is just one component of Xerox's total compensation package for employees. Employees are also afforded a comprehensive suite of benefits, to view those details please visit Xerox Careers for your applicable country. If you are not reviewing this job posting on Xerox Careers (~~~) , we cannot guarantee the validity of this posting. For a list of our current internal postings, please visit Xerox Careers (~~~) .

Monthly: Monthly rates for this position can be shared with you per your location, this rate will fall within the posted range.

Description & Requirements

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About Xerox Holdings Corporation

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we've expanded into software and services to sustainably power today's workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients - no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at ~~~ and explore our commitment to diversity and inclusion. (~~~)

Role Overview:

The Partner Experience Leader is a high-impact, senior role responsible for advancing partner experience (PX) strategy and execution. The individual in this position will leverage a deep understanding of channel partner operations and priorities to report on partner data and feedback across the region, translating insights into actionable strategies to drive improvements in PX and enhancing partner satisfaction. PartnerScore is our global platform/ tool that delivers daily, data-driven feedback from approximately 200 partners, measuring partner satisfaction and helping us identify opportunities for improvement. This leader collaborates closely with the senior leaders and cross-functional teams to integrate partner insights into decision-making processes. Championing initiatives that contribute to Xerox's growth and operational excellence and to ensure that the voice of the partner is represented and respected at all organizational levels.

This is a remote role, but the individual must reside in either the United States or Canada.

Key Responsibilities:

Manage PartnerScore

• Act as the primary administrator for PartnerScore in NA, managing the onboarding and offboarding of partners and key users, and maintaining a clean, organized database.

• Manage user permissions within the survey tool, ensuring appropriate access for the PX team and stakeholders who may need view-only or administrative access.

• Train members on features and provide ongoing support to resolve issues or answer questions.

• Deploy surveys within the tool based on objectives defined by the (PX) team. This includes designing question types (e.g., multiple choice, Likert scale, open-ended).

Data-Driven Insights & Collaboration:

• Oversee the collection, analysis, and interpretation of global partner data from multiple sources (PartnerScore, interviews, direct partner engagement), identifying key trends and opportunities to optimize the partner journey.

• For any negative feedback or recurring issues, conduct in-depth root cause analyses to uncover underlying problems impacting the partner experience.

• Collaborating with cross-functional teams (sales, marketing, operations, customer support) to communicate findings and improvement opportunities.

• Serve as a trusted advisor to senior leaders, gaining buy-in and commitment for PX-related initiatives, emphasizing the value and importance of partner experience in achieving business goals.

End-to-End Journey Mapping & KPI's setting:

• Design visual journey maps that outline the entire lifecycle of a partner, from onboarding to ongoing engagement and support, showing key touchpoints, make-or-break moments, processes, and interactions.

• Establish success criteria for each stage of the partner journey, including measurable KPIs such as engagement levels, satisfaction scores, and revenue contribution.

• Engage with sales, marketing, support, and product teams to ensure the partner journey is aligned with internal processes and the overall partner journey.

• Record insights and opportunities identified through journey mapping exercises to drive continuous improvements and enhance the partner experience.

• Relationship Building & Stakeholder Management:

• Build strong, trust-based relationships with channel partners by demonstrating active listening, empathy, and a sense of ownership in resolving their challenges.

• Foster a broad network across key business functions, using these connections to accelerate cross-departmental collaboration and PX improvements.

Change Management & Implementation:

• Develop and pilot PX initiatives, testing hypotheses on partner behavior, preferences, and pain points to shape effective solutions.

• Lead and support change efforts, influencing and holding senior leaders accountable for adopting partner-centric strategies and achieving PX goals.

• Independently drive projects forward with minimal oversight, taking decisive action to implement PX improvements.

• Establishing Closed-Loop Feedback Processes

• Collaborate with relevant teams to develop and execute action plans addressing the feedback, ensuring partners see tangible changes based on their input.

• Close the feedback loop by informing partners about actions taken based on their feedback, demonstrating responsiveness and commitment to enhancing their experience.

• Use feedback data as a foundation for continuous iteration and improvement, regularly refining both the journey map and the feedback loop based on partner and internal stakeholder input.

Ideal Candidate Profile:

Experience & Background:

• 5+ years of experience in partner-facing roles, preferably with a focus on channel partner operations, partner experience, or customer success.

• Proven ability to build and manage high-trust relationships with channel partners, understanding their unique challenges and goals.

• Strong analytical and strategic thinking skills, with experience in data interpretation, reporting, and deriving actionable insights.

Skills & Competencies:

• Excellent communication and presentation skills, with a track record of influencing senior leaders and driving organizational change.

• Exceptional relationship management abilities, able to quickly establish credibility with both internal and external stakeholders.

• Proficiency in project management, with a demonstrated ability to prioritize tasks, lead initiatives, and work independently to achieve outcomes.

Personal Attributes

• A proactive, solution-oriented mindset, with a sense of ownership and accountability for delivering meaningful PX improvements.

• Strong interpersonal skills, with a natural ability to listen, empathize, and build trust-based relationships.

• Ability to thrive in a fast-paced, matrixed organization and effectively navigate complex organizational dynamics.

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Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at ~~~ and explore our commitment to diversity and inclusion: ~~~ People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to ~~~. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.