Senior Manager of Technical Partner Operations, Bevi
$145.7-180k
OTE
+ Equity
2-5 days a week in office
Water dispenser for office and commercial spaces
Be an early applicant
Water dispenser for office and commercial spaces
201-500 employees
Be an early applicant
$145.7-180k
OTE
+ Equity
2-5 days a week in office
201-500 employees
Company mission
Bevi is on a mission to unbottle the future.
Role
Who you are
- Bachelor’s degree or equivalent; 10+ years of experience in technical services, partner management, or account relationship organizations
- Demonstrated success leading both partner-facing and internal support functions; experience managing managers a plus; experience managing 3rd partner contact centers nice to have
- Data-driven with strong analytical skills; comfortable visualizing and presenting KPIs to all levels of leadership
- Outstanding communication skills, with the ability to translate complex technical concepts for a wide range of audiences
- Familiarity with Zendesk, Excel, PowerPoint, and similar tools for issue documentation and data presentation
- Proficiency with Gemini, Claude, ChatGPT or other automation/AI tools you have used to improve CX or internal processes
- Creative, organized, and responsive, able to balance moment-to-moment responsiveness with proactive project work
- Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment
- Proven track record building relationships with partners, technicians, and internal stakeholders
- High accountability with the ability to manage multiple competing priorities and deadlines
- Research has shown this especially applies to women and other marginalized groups, who tend to apply if they check 100% of every box, versus men who apply if they hit roughly 60%. The point we’re getting at: it doesn’t hurt to take a chance and apply!
What the job involves
- We are seeking a Senior Manager, Technical Services & Partner Operations to join Bevi’s Technical Services leadership team
- This role owns two critical functions: leading our Technical Partner Operations team to deliver outstanding service to distribution partners, and providing strategic oversight of our Tier 1 and Tier 2 Technical Services teams
- In addition to ensuring exceptional customer and partner experiences from our Technical Services Team, you will own key partner relationships, drive QBRs, identify training needs, and surface trends across the partner networ
- Alongside this, you will provide leadership oversight of our T1 and T2 support managers, ensuring the operational health of Bevi’s frontline technical support and long-term service strategy
- You’ll work cross-functionally with Sales, Product, and Engineering to close the loop on critical machine issues and drive continuous improvement across the full technical services organization
- This role oversees Tier 1 and Tier 2 Technical Support and Technical Partner Operations, driving both proactive and reactive customer success strategies
- Lead, coach, and develop a team of Technical Partner Managers, accountable for the technical success of Bevi’s distribution partners
- Develop and maintain relationships with Partner Service Managers, ensuring needs are met and escalations are handled promptly across multiple dedicated partners
- Drive key partner relationship initiatives: proactive projects that drive a better customer experience, machine uptime optimization, partner trainings, and regular MBR/QBR touchpoints
- Identify partner training gaps and build a roadmap to address them
- Own and circulate a KPI dashboard tracking partner health and team performance against defined goals
- Serve as the escalation point for complex technical issues from Technical Partner Managers; partner with Quality and Engineering to identify trends and close the loop
- Present partner performance insights monthly to leadership with clear action plans
- Develop and maintain a technical roadmap for process optimization using available data resources
- Provide strategic leadership and oversight of the T1 and T2 Technical Services teams through their respective managers
- Monitor operational health across T1/T2 including escalations, team performance, and cross-functional feedback loops - and surface issues to leadership
- Partner with Product and Engineering to relay critical field insights and prioritize product improvement target
- Proficient with current AI tools with a proven track record of workflow automation and a passion for innovative thinking
- Foster a culture of accountability, continuous improvement, and coaching across the full Technical Services function
- Drive the customer and partner experience strategy as a key member of the Technical Services leadership team
- Demonstrate long-term strategic vision with capacity planning, 3rd party/BPO exploration and recommendations, and the ability to scale while finding efficiencies across all channels and processes
Our take
Americans buy billions of water bottles per year, the manufacture of which uses millions of barrels of crude oil. This alone causes significant damage to the environment, before even considering the carbon impact of delivery or the plastic waste produced. Bevi hopes to change this with its smart beverage-dispensing machine that only requires a tap water source to function.
Bevi’s dispensers allow users to customise their drinks, check nutrition information and track the environmental impact of their usage. With the ability to carbonate beverages as well as flavour them with natural essences, and even some caffeine and electrolytes if one wishes, Bevi has created a versatile hydration system that caters to the modern consumer on both eco-conscious and personal taste levels.
This simple and effective hydration system has become popular across industries. Over 4000 companies, including Volkswagen, Netflix and Google, make use of Bevi machines. The company, though having to fight through some self-admittedly "frightening" times, has raised significant funding that will support its rapid growth and expansion into new verticals and products.
Steph
Company Specialist at Welcome to the Jungle
Insights
23% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Aug 2022
$70m
SERIES D
Jan 2019
$35.5m
SERIES C
Total funding: $130.2m
Company benefits
- Flexible Time Off: Our paid time off (PTO) policy means you can plan your perfect gvetaway when you need to recharge.
- Health is Wealth: Comprehensive health coverage through Blue Cross & Blue Shield which keeps you and your loved one protected.
- Stay, Fit, Stay Happy: Boost your wellness with gym membership reimbursements and additional fitness perks.
- Ownership Mindset: Everyone gets a piece of the pie with our stock options plan. When the company succeeds, you succeed.
- Bevi Annual Retreat: Recharge and bond with teammates during our unforgettable company retreat packed with adventures and team building.
- Awesome Office Perks: Enjoy our office culture with catered lunches, happy hours, exclusive Bevi flavor tastings, and a dog-friendly workplace.
Company HQ
Medford Street / The Neck, Boston, MA
Leadership
Eliza Becton
(Co-Founder & VP of Product)Eliza's background is in user-experience design at various startups, with end-to-end experiences from ideation to market research to prototyping. Eliza graduated from the Rhode Island School of Design (RISD) with a Masters in Industrial Design, and from Yale University with a BS in Mechanical Engineering.
Cathy Lewenberg
(CEO)With a diverse background across consumer, retail, healthcare, and tech industries, Cathy earned her BA in Politics and American Studies from Princeton University and MBA from the Wharton School.
Sean Grundy
(Co-Founder)Previously, Sean has had 3 years experience managing environmental projects at Rare. They attended MIT Sloan School of Management for their MBA and Princeton for their undergraduate degree.
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