The Role
Manage partner-facing support and delivery operations: proactively analyze support channels, run ticketing and scheduling systems, triage and route requests, track deployments and utilization, build self-service documentation, and work with cross-functional teams to drive issues to resolution while improving operational systems and using AI tools for queue management and reporting.
Summary Generated by Built In
About Nue.io
What We Offer:
Nue is the AI-powered revenue architecture platform that unifies CPQ, billing, and revenue lifecycle management into a single system. It enables companies to simplify complex pricing, automate monetization, and gain full control over how they generate and scale revenue. Working with customers such as OpenAI, Chilipiper, Glean, HootSuite, and Mews. Nue helps sales, operations, and finance teams gain revenue acceleration, operational efficiency and revenue controls at speed and scale.
As the Partner Success Operations Manager at Nue, you make sure partners have what they need to deliver on their own, and a clear path to help the moment they don't. This is a proactive role, not a reactive one: rather than waiting for a ticket to land, you anticipate partner demand and keep our shared pool of technical delivery specialists ahead of it as it scales. You work closely with Partner Success leadership to make sure partner needs are being met and delivery operations continue to mature, running the machinery behind the scenes: queues, scheduling, triage, deployment tracking, and utilization.
You are looking across everything moving through the team's support channels (office hours, the support ticketing queue, direct support, and health reviews), not just to route what comes in but to catch issues earlier and reduce how often partners need to ask at all. The ideal candidate has experience running a technical support or delivery operations function and thrives on building the systems, resources, and cadence that make partners self-sufficient, not just supported.
What You'll Be Working On
- Proactively identify trends and patterns across support channels, catching issues early and reducing the volume of repeat questions over time.
- Build and maintain the resources and documentation that let partners find answers and solve problems on their own, so reaching out to the team is the exception, not the first move.
- Own and manage the support ticketing queue end to end, ensuring every request that does come in is triaged to the right resource and tracked through to resolution.
- Triage incoming requests to the correct escalation path, routing to product specialists, Forward Deployment Engineers, or the Center of Excellence as complexity requires, so nothing stalls in the wrong queue.
- Track Forward Deployment Engineer deployment across complex and at-risk engagements, and monitor team utilization to flag capacity risk before it affects partner delivery.
- Own resolution, not just routing: when a partner question or problem lands with the team, see it through to close or escalate with full context rather than handing it back.
- Partner with the Center of Excellence and Partner Success Managers to keep this operational layer off their plates, so they stay focused on methodology and partner relationships respectively.
- Support the definition and buildout of the systems this function runs on (ticketing, scheduling, and reporting), not just operate what already exists.
- Use AI accelerators and tooling as a first instinct for queue management, scheduling, and reporting, and flag gaps or failures back to the Center of Excellence for evaluation.
We Are Looking For
Required
- 3-5+ years running a technical support or delivery operations function, ideally in enterprise software or professional services.
- A proactive mindset that treats a rising queue as a signal to fix the root cause and build better self-service resources, not just a staffing problem.
- Strong understanding of CPQ, billing, or quote-to-cash delivery work and the escalation paths that resolve it, or a comparable technical delivery domain.
- Demonstrated ability to manage a queue or pool of specialized technical resources under real-time demand, staying ahead of capacity and utilization risk rather than reacting to it.
- Experience working with, or standing up, ticketing systems and support queues.
- Excellent organizational and prioritization skills, with the ability to triage inbound requests quickly and route them without dropping context.
- Experience working across cross-functional technical teams (architects, consultants, engineers) to coordinate responses and drive issues to resolution.
- Comfortable working in a fast-paced startup environment where processes are still being built and the ability to operate with ambiguity is essential.
Preferred
- Prior experience supporting or operating a partner- or channel-delivery model.
- Familiarity with AI tools for support and delivery operations: triage, summarization, and reporting.
- Knowledge of billing, CPQ, or revenue systems in an implementation or support context.
What We Offer:
- Competitive compensation and benefits that reward your talent and impact.
- Comprehensive health, vision, dental, and life insurance
- A front-row seat in the Silicon Valley tech ecosystem, where you’ll work on cutting-edge challenges shaping the future of SaaS, finance, and payments.
- The opportunity to build truly groundbreaking products — your work won’t just support the business; it will influence how companies around the world monetize and grow.
- A high-energy, collaborative culture where smart, supportive teammates push each other to learn fast, think boldly, and do the best work of their careers.
- Room to grow, lead, and make your mark in a fast-scaling company that values creativity, ownership, and ambition.
Nue.IO is an equal opportunity employer and welcome people of diverse backgrounds, perspectives, and skills.
We will work with applicants to provide accommodations at any stage of the hiring process.
If you require accommodations during the interview process, please email your Talent Partner, and we will work with you to meet your needs.
Skills Required
- 3-5+ years running a technical support or delivery operations function, ideally in enterprise software or professional services
- Proactive mindset to identify root causes and build self-service resources
- Strong understanding of CPQ, billing, or quote-to-cash delivery work or comparable technical delivery domain
- Demonstrated ability to manage a queue or pool of specialized technical resources under real-time demand and monitor utilization
- Experience working with or standing up ticketing systems and support queues
- Excellent organizational and prioritization skills, with ability to triage inbound requests and preserve context
- Experience coordinating across cross-functional technical teams (architects, consultants, engineers) to drive issues to resolution
- Comfortable working in a fast-paced startup environment and operating with ambiguity
- Prior experience supporting or operating a partner- or channel-delivery model
- Familiarity with AI tools for support and delivery operations: triage, summarization, and reporting
- Knowledge of billing, CPQ, or revenue systems in an implementation or support context
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The Company
What We Do
Nue is an easy-to-manage, omni-channel Quote-to-Revenue Platform that meets the needs of companies looking to innovate and manage their revenue lifecycles end-to-end. With Nue, all go-to-market teams accelerate sales with innovative and flexible pricing models, out-of-the-box customer lifecycle management, and seamless billing – all while delivering complete revenue visibility and accurate analytics to finance.
