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Job#: 2062471

Job Description:

PARTNER SUPPORT COORDINATOR LEAD

ABOUT THE /TEAM:

At the core of this AAA game studio's success are talented, passionate people. This company prides itself on creating a collaborative, welcoming, and creative environment. Whether its building award-winning games or crafting engine technology that enables others to make visually stunning interactive experiences, were always innovating.

The client's games store operations team builds resources, processes, tools and experiences that make the experience of publishing products on the games store smooth, easy, and enjoyable. We call the developers and publishers who publish on our store partners and concentrate our energy on forming great partnerships with them.

We own the outcome of a great experience for our partners, and drive initiatives with multiple teams (including product development, marketing, business development, accounting and release management in support of that goal. We are empowered to make the experience the best it can be for our partners.

JOB DESCRIPTION/RESPONSIBILITIES:

• Act as lead for the Partner Support Coordinator Team
• Act as the primary point of contact for our partners, providing exceptional support and assistance
• Provide timely and accurate responses to partner inquiries through support cases, email, and other communication channels, as needed.
• Build and maintain strong relationships with our partners, ensuring their satisfaction and support.
• Develop a deep understanding of our products and services in order to provide expert guidance to our partners
• Collaborate with cross-functional teams, including store operations, Business Development, and Engineering, to ensure a seamless partner experience.
• Identify opportunities for process improvement and work with internal teams to implement solutions.

• Handle and resolve partner inquiries and feedback, escalating to appropriate teams when necessary.

   

HARD SKILLS REQUIREMENTS:

• 2-5 years of experience with customer or external partner support
• 2-5 years of proven tolerance to manage multiple priorities simultaneously and deal with ambiguity
• At least 1 year of experience with Salesforce and Jira
• Excellent written communication and organizational skills
• Strong attention to detail
• Ability to work autonomously and with peers, as needed
• Proven ability to put the needs of the customer or partner first
• Must have a growth-mindset and ability to build a vision for the team

• Mobile experience is a big plus, specifically within mobile gaming or overall gaming experience

   

SOFT SKILLS REQUIREMENTS:

• Experience in the Games or Software-as-a-Service (SaaS) industry
• Familiarity with Google Workspace, Slack, and Trello

• Ability to influence and manage a dynamically changing workflow

   

INTERVIEW PROCESS: x2 rounds (30-45min)

• 1st RD: x2 person panel
• 2nd/Final RD: x2 person panel

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner con