Partner Support Manager


| UK | Norwich | Permanent

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Posted on 11.01.2022

Partner Support Manager




Pathfindr is an industrial IoT technology company based in central Norwich. We specialise in tracking systems that provide asset intelligence for global clients such as Rolls-Royce. Our system comprises of proprietary hardware and software which we are continually developing and improving.

We are a fast growing company and are looking to expand the team to support this growth. We are owned and backed by the AIM-listed group The Mission.

Pathfindr is looking for an Partner Support Manager to join the team in Norwich. The role is full time (37.5 hours per week) and will report into the Head of Partner Support, with a start date ASAP.

Whilst the role will be based out of the Norwich office, there will be some UK and international travel required to visit customers and prospects as well as attending events and conferences.

The recruitment process will involve two interviews. There will be opportunity to view the Pathfindr offices and meet the rest of the team.


Skills and Attributes:

  • A passion for IoT, digital services and technology
  • Excellent customer support and relationship skills
  • First class experience in Account Management, B2B relationships and Customer Support, ideally 4 years minimum
  • Experience of CRM systems and processes, e.g. Hubspot or similar
  • Experience of working in manufacturing or engineering sectors, desirable
  • Strong time management, commercial acumen, multi-tasking and problem-solving
  • Can-do attitude and always willing to use own initiative with a proactive mindset
  • Effective & confident written and verbal communicator

Key responsibilities:

  • To be the first point of contact for aligned customer accounts
  • Maintain regular communication with customers in person on-site and remotely, responding to support enquiries and requests
  • Build strong relationships with key personnel across a range of roles and seniority
  • Ensure Pathfindr products and services are bringing maximum value to customers and make recommendations for how they can be used more effectively
  • Work with all Pathfindr colleagues so they understand the experience and needs of the customers
  • Assist with installation and implementation of hardware on-site and remotely.
  • Identify any issues with customer deployments, and devise and implement steps to reach resolutions
  • Deliver customer training remotely and on-site
  • To support the sales process, from lead generation through to close
  • Maintain accurate CRM records of prospects and contacts

Employee Benefits:

  • 22 days holiday per year, plus birthday and all 8 Bank Holidays off
  • Time off between Christmas and New Year (not taken from holiday allocation)
  • Company pension scheme
  • Opportunity for flexible working hours
  • Health cash plan for dental, optical, prescriptions, counselling and more
  • Life assurance (4 x annual salary)

Apply now

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