The Partner Success Manager (PSM) serves as a mission-critical technical liaison for Independent Software Vendor (ISV) partners building and scaling applications on the Salesforce AppExchange. Operating at the intersection of partner relationships and platform engineering, the PSM champions technical health, orchestrates critical issue resolution, and safeguards partner customer experience.
Compensation
The typical base salary range for this position is $80,900 - $122,300 annually.
Responsibilities
Triage, orchestrate, and quarterback high-impact technical investigations stemming from major Salesforce product releases, platform bugs, and complex dependency issues.
Partner closely with PAMs as the technical anchor on shared named accounts.
Participate in a pooled escalation rotation to assist internal stakeholders with urgent, high-visibility partner challenges.
Guide partners on foundational ISV platform tools, environments, and program benefits—including Scratch Orgs, Partner Business Orgs (PBOs), and Large Data Volume (LDV) test orgs—to help them preempt release blockers and improve architecture resilience.
Advocate for partner priorities internally, bridging communication gaps across Technology, Product Management, and Technical Support to resolve persistent bottlenecks and mitigate customer-impacting platform disruptions.
Provide Japanese language support and exceptional customer service across multiple communication channels (Chat, Email, MS Teams). Act as the primary point of contact for customer inquiries, delivering timely and effective technical support solutions.
Responsibilities
Assist customers in Japanese by troubleshooting technical issues and providing clear resolutions.
Respond to customer requests through chat, email, and collaboration platforms with a concierge-level support experience.
Manage and coordinate escalations with internal support and operations teams.
Document issues, solutions, and customer interactions accurately.
Develop expertise in Microsoft 365 applications, especially Excel, and other enterprise technologies.
Requirements
Bachelor's degree
Nice to have: Knowledge of IT terminology
Nice to have: Knowledge of Mainframe domain
Nice to have: Experience with z/OS, JCL, RACF
Nice to have: Certifications in Japanese language proficiency JLPT N2 or above
Support the customer base as a Salesperson/Parts Interpreter, handling inbound sales, in-store service, stock processing, order picking, and showroom merchandising in a fast‑paced, hands‑on environment.
Bid & Proposal Writer responsible for developing clear, persuasive and compliant proposals, tenders, RFIs, RFQs, EOIs, prequalification submissions and customer presentations to support the Oceania sales business.
Responsibilities
Write and tailor executive summaries, value propositions, solution narratives, methodologies, capability statements and customer presentations
Develop persuasive responses focused on customer priorities, evaluation criteria, business outcomes, risk reduction, value and differentiators
Edit and proofread content for clarity, consistency, tone, structure and factual accuracy
Conduct structured interviews and liaise with Pre-Sales, Engineering, Estimating, Operations, Service and other subject matter experts to capture the information needed for responses
Translate complex technical and operational information into clear customer language without changing the approved meaning
Requirements
High School Diploma or equivalent
Related degree or higher education qualification desirable
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