Fady Hamdy Ramadan

Partner Sucess ManagerFull Time

• Job Details: Partner Support (B2B): Handle all issues that partners (merchants) might encounter.  Issue Resolution: Troubleshoot basic issues and escalate complex cases to the concerned teams for resolution.  Escalation Management: Raise tickets to the technical team via JIRA when needed and follow up for timely resolutions.  Cross-team Collaboration: Coordinate with different internal teams to stay updated on the status of escalated issues and provide accurate information to merchants.  Partner Education: Ensure merchants are updated and educated on product features and solutions to improve their experience.  Managing Merchant Requests: Address merchant inquiries, concerns, and provide solutions to improve their operational efficiency.  Process Improvement: Identify recurring issues and collaborate with other teams to improve processes.  Team Support: Actively support the team by staying updated on new issues, solutions, and tools to maintain operational efficiency.  Data Entry & Ticket Management: Manage tickets in a timely and accurate manner, ensuring all details are recorded and processed effectively.  Customer Feedback: Collect and report partner feedback to improve service quality and product offerings.  Performance Metrics: Track and maintain performance metrics like ticket resolution time, merchant satisfaction, and issue handling efficiency.

Senior Customer Success ManagerFull Time