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Gong is seeking a Senior Partner Portfolio Manager to support and scale the EMEA implementation partner ecosystem. This role serves as a critical bridge between Gong's internal teams (product, support, operations) and implementation partners, ensuring partner success and smooth customer onboarding.
Key responsibilities include:
Partner Onboarding & Setup: Lead the onboarding process for new EMEA implementation partners, coordinating system access, compliance sign-offs, IT provisioning, welcome sessions, and foundational training.
Ongoing Partner Support & Relationship Management: Serve as the primary day-to-day liaison for partner questions, blockers, and requests during implementations. Build trusted relationships with partner Practice Leads and main points of contact, maintaining open communication throughout project lifecycles. Coordinate regular check-ins and feedback loops to assess satisfaction and surface insights.
Training & Enablement: Design and deliver engaging, timezone and region-specific training sessions on implementation practices, product updates, and process changes. Co-develop scalable enablement materials including onboarding guides, playbooks, and documentation. Track and report on regional partner engagement.
Product Liaison & Feedback Loop: Maintain close alignment with the product team on releases, feature changes, bugs, and betas. Cascade product updates to partners in a timely manner. Gather structured feedback from partners and surface it to internal stakeholders to guide product development.
Planning, Forecasting & Strategy: Monitor the implementation pipeline and partner capacity to anticipate resourcing needs. Liaise with internal teams on demand planning and partner ramp-ups. Co-develop and track KPIs including onboarding completion rates, implementation timelines, partner satisfaction, and escalation trends.
Program Improvements & Operational Excellence: Lead or participate in Quarterly Business Reviews with strategic partners. Recommend and implement process improvements for consistency and scalability. Maintain and improve partner-related performance and program health.
Required qualifications: 4+ years in partner management, implementation support, product ops, or similar cross-functional SaaS roles. Strong communication and relationship-building skills across cultures and time zones. Experience supporting partners or customers in EMEA. Proficiency with project coordination tools. Comfort in fast-moving environments with cross-functional dependencies. Experience with product feedback workflows, enablement content development, or channel programs.
Nice-to-have: High-growth B2B SaaS background, implementation or professional services experience, technical onboarding expertise.
