Supporting our EMEA implementation partner ecosystem. This role is pivotal in enabling partner success, ensuring smooth onboarding, and acting as a bridge between our partners and internal teams — particularly product, support, and operations. Scale and strengthen our partner program by aligning training, support, product knowledge, and strategic planning. From onboarding to ongoing collaboration, your work will ensure our partners are empowered to deliver exceptional implementations for our customers.

KEY RESPONSIBILITIES

Partner Onboarding & Setup

• Support the onboarding process for new EMEA implementation partners, ensuring a seamless setup experience.
• Coordinate initial logistics such as access to systems, compliance sign-offs, and IT provisioning.
• Support delivering partner welcome sessions and ensure foundational training is completed.

Ongoing Partner Support & Relationship Management

• Be the primary day-to-day liaison for partner questions, blockers, and requests during Gong implementations. (Keeping partner Practice Leads in mind) 
• Build trusted relationships with each partner’s main point of contact, maintaining open lines of communication across project lifecycles.
• Coordinate ongoing check-ins and feedback loops to assess satisfaction and surface insights.

Training & Enablement

• Design and deliver engaging training sessions on implementation practices, product updates, and process changes. (Timezone and region specific) 
• Co-develop scalable enablement materials including onboarding guides, playbooks, and how-to documentation.
• Track and report on regional partner engagement with training materials and sessions.

Product Liaison & Feedback Loop

• Maintain close alignment with the product team to stay informed on releases, feature changes, bugs, and betas
• Cascade product updates to partners in a timely and structured manner to reduce disruption and improve adoption.
• Gather structured feedback from partners and surface it back to internal stakeholders to help guide product development.

Planning, Forecasting & Strategy

• Monitor the implementation pipeline and partner capacity to anticipate resourcing needs.
• Liaise with internal teams to plan for upcoming demand or partner ramp-ups.
• Co-develop and track KPIs such as onboarding completion rates, implementation timelines, partner satisfaction, and escalation trends.

Program Improvements & Operational Excellence

• Lead or participate in Quarterly Business Reviews (QBRs) with strategic partners to review performance, surface challenges, and plan ahead.
• Recommend and implement process improvements to make the partner experience more consistent and scalable.
• Maintain and improve partner related performance and program health.

WHAT WE ARE LOOKING FOR

• 4+ years experience in partner management, implementation support, product ops, or a similar cross-functional SaaS role.
• Strong communication and relationship-building skills with the ability to work across cultures and time zones.
• Experience supporting partners or customers in the EMEA region.
• Proficiency with project coordination tools.
• Comfort working in fast-moving environments with cross-functional dependencies.
• Experience with product feedback workflows, enablement content development, or channel programs.

Nice to Have

• Experience in a high-growth B2B SaaS environment.
• Background in implementation, professional services, or technical onboarding.
• Experience designing scalable partner processes or enablement frameworks.
• Exposure to product release cycles, beta programs, or technical documentation.

KEY RESPONSIBILITIES

Increased efficiency in partner-led implementations

• Reduction in average implementation time 
• Decrease in escalations due to implementation challenges

Higher enablement adoption rates and improved partner proficiency

• Percentage of partners completing onboarding/training within the first X days
• Number of partners achieving program certification
• Partner engagement rates with enablement materials

Improved tracking of partner-delivered projects, hours, efficiency, and budget adherence

• Number of projects delivered on time and within budget
• Partner-reported implementation hours vs. expected hours
• Partner customer activation and adoption monitoring
• Scorecard system operationalized for implementation adherence and performance
  
  

Enhanced feedback mechanisms that drive meaningful product improvements

• Number of product feedback submissions categorized and actioned
• Transparency / percentage of partner feedback incorporated into product roadmap

Strengthened collaboration across product, customer success, support, and operations teams

• Number of cross-functional meetings held to align on partner-related initiatives
• Frequency of partner enablement updates shared with internal teams

Clear, structured communication of product updates and training to partners

• Number of product update sessions conducted per quarter
• Percentage of partners engaging with product updates
• Reduction in partner support inquiries related to product updates

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Gong recruiting email communications will always come from the @gong.io domain. Any outreach claiming to be from Gong via other sources should be ignored.

Gong believes in offering competitive compensation and benefits tailored to the local region. Gong is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, colour, religion, age, or any other basis protected by law.

To review Gong's privacy policy, visit https://www.gong.io/gong-io-job-candidates-privacy-notice/ for more details.

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