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Ocado Careers

Partner Success Manager

Toronto, Canada

The Ocado Smart Platform (OSP) is a modular, scalable software and hardware solution supporting highly automated customer fulfillment warehouses (CFCs) integrated with a fully-fledged grocery e-commerce platform. The vision is to provide large brick-and-mortar retailers across the globe with an online service using our disruptive technology.

Partner Success Managers are the primary point of contact for our OSP Partners to ensure they are fully conversant in the use of OSP. They have in-depth knowledge of all their Partner’s support requirements and upcoming deployments as well as their OSP operational performance. They champion the cause of their Partners to drive maximum performance and business value for the Partners and for Ocado.

Partner Success Managers work closely with Partners from pre-go live through the lifetime of the contract. They collaborate with other Partner Success teams and teams across the Ocado Group to ensure Partners receive expert knowledge and support in the effective use of OSP and the seamless deployment of new features and products.

Team Structure:

This Partner Success Manager role, based in Canada and supporting our partner relationship with Sobeys, reports to the VP of Canadian Partnerships, as part of the regional team supporting the partnership. They work closely with the central Partner Success team of Partner Success Associates, Partner Success Operations Managers, and Partner Success Analysts to deliver the required support services.

Accountabilities:

  • The primary point of contact for Partners’ OSP teams for the effective use of OSP
  • Leading successful deployments and operational go-lives for OSP features and products, ensuring Partners are prepared and ready
  • Coordinating with Ocado teams to ensure Partners receive the knowledge and information required for successful utilization of OSP so they deliver on their business objectives
  • Collaborating with other Ocado teams to build and maintain positive Partner relationships
  • Reviewing and maintaining excellent knowledge of Partner KPIs and performance
  • Sharing best practices with Partner OSP teams
  • Highlighting process improvements within Ocado, Partner OSP operations, and onsite Ocado teams
  • Constantly balancing the needs of Partner support requests with conscious respect for contractual commitments and commercial benefits

Skills Experience and Qualifications:

Minimum:

  • Experience in supporting clients/partners, ideally within a technology solutions or operational environment
  • Bachelor's degree or equivalent practical experience
  • Experience in working cross-functionally both internally and externally to drive partnerships or projects
  • Business management experience and commercial awareness
  • Stakeholder, relationship building and networking skills
  • Good written and verbal communication
  • Comfortable communicating with large groups of people
  • Self-motivated with an ability to deliver to deadlines and multi-task under pressure
  • Highly organised and resilient with an eye for detail
  • Ability to think strategically beyond the needs of the organisation today
  • Comfortable dealing with ambiguity and uncertainty
  • Able to handle difficult situations, facing challenges with positivity, confidence and pragmatism

Preferred (in addition to minimum)

  • Experience working in a client-facing support organisation
  • Experience with the Ocado Smart Platform

Please let us know in your application if you need any special adaptations for the selection process. At Ocado, we adapt our selection processes to our candidates.

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About Ocado Group

When our journey started, we were all about changing the way people shop for groceries. 20 years later, we’re developing our own ground breaking technology, opening multiple sites at an accelerating rate and engaging in exciting new business partnerships around the world!

Transforming an industry also means transforming the way we do business.   As we continually develop new technologies and customer propositions, we’re looking for the Everyday Pioneers to lead us into the next stage of our evolution: enhancing our capabilities, inspiring our teams and developing new ways of working.

Changing the way the world shops, for good.

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