Your mission

As a Partner Support Manager (m/f/x), you will play a key role in enabling and supporting our partner network, including resellers, installation partners, and technical partners. You will be responsible for providing exceptional support, building sustainable relationships, and ensuring our partners can successfully implement and leverage our SaaS solutions. This role requires strong experience in partner or customer support, technical acumen in SaaS environments, and excellent communication skills to foster long-term partner satisfaction.

Core responsibilities:

• Partner Relationship Management: Act as the primary point of contact for resellers, installation partners, and technical partners, ensuring long-term satisfaction and strong collaboration
• Technical Support & Guidance: Support partners with the implementation and usage of SaaS products, troubleshoot technical issues, and provide best practice recommendations
• Cross-Functional Coordination: Collaborate closely with internal teams such as Product, Development, Sales, and IT to handle partner requests efficiently and manage escalations
• Partner Training & Enablement: Develop and deliver onboarding sessions, webinars, and training programs to equip partners with the knowledge to maximise solution adoption
• Documentation: Create and maintain partner guides, FAQs, knowledge base articles, and support documentation
• Problem-Solving: Identify risks and potential issues in the partner ecosystem early and develop strategies for effective resolution
• Feedback Loop: Gather partner insights, feature requests, and market feedback to provide valuable input to the product team
• Continuous Improvement: Regularly review and optimise partner support and enablement processes to increase efficiency and overall partner experience

Your profile

Qualifications:

• Experience: Minimum 3+ years in partner support, customer support, or customer success, preferably in SaaS or IT environments.
• Technical Skills: Strong understanding of SaaS technologies, APIs, and cloud infrastructures; familiarity with IT systems and networks is a plus.
• Communication: Excellent verbal and written communication skills in German and English, with the ability to explain complex topics clearly.
• Problem-Solving: Analytical and structured mindset with a proactive approach to identifying and resolving challenges.
• Partner Orientation: Proven ability to manage and exceed partner expectations with a focus on relationship-building and service quality.
• Organization & Time Management: Ability to handle multiple projects, tasks, and stakeholders simultaneously.
• Collaboration: Strong experience working cross-functionally with sales, product, and technical teams.

Perks & Benefits

What you can expect from us:

• A recipe for success: We turned 11 years old this year and are known as specialists in the gastronomy/delivery industry. With SIDES, you represent a leading player in this field.
• Add ownership: We offer you the opportunity to shape your talent and ideas. You have freedom and responsibility in your daily work within your team.
• High-quality work equipment: You will receive top-notch equipment to successfully perform your work. In the office, you will find modern devices and ample space for pleasant interactions with the SIDES team.
• Hungry for growth: Personal growth and continuous learning are our top priorities. We conduct regular feedback cycles and offer you opportunities to attend seminars, workshops, and conferences.
• Baking a positive workplace: You can expect a fantastic, perfectly connected office in the heart of Berlin (Schöneberg).
• Perks:
  • Company discounts (CorporateBenefits), access to various employee discounts
  • Discount on a gym membership
  • E-learning opportunities
  • Mental health app setup: InstaHelp
  • Snacks and drinks in the office
• Baking a positive workplace: You can expect a fantastic, perfectly connected office in the heart of Berlin (Schöneberg). Sounds exactly like what you were looking for? Then we look forward to receiving your meaningful application, including your salary expectations and earliest start date.