Head of Partner Delivery Success

Parloa’s mission is to make every customer conversation feel effortless for both customers and the companies serving them. As agentic AI accelerates, Parloans are shaping the foundation of a new era in customer experience, one where customer support is no longer transactions, but meaningful exchanges. It is not just a vision; Parloa has powered over ONE BILLION interactions between global enterprise brands and their customers, with companies like Booking.com, HealthEquity, Allianz, SAP, BarmeniaGothaer, and TUI already deploying Parloa at scale. 

As Head of Partner Success at Parloa, you own the quality, scalability, and operational success of partner-delivered implementations. Your mission is to build and lead a high-performing Partner Success organization that ensures every partner-led deployment meets the same quality, reliability, and customer impact standards as Parloa-led projects.

You define how Parloa scales delivery through partners without compromising technical excellence or customer outcomes. This means establishing the operating model for partner implementation oversight, building strong enablement and governance frameworks, and ensuring that partners consistently deliver high-quality AI solutions on the Parloa platform.

Partner Success is the bridge between Partnerships, Professional Services, and Product. As Head of Partner Success, you ensure that partner scale strengthens the Parloa ecosystem.

• Build the Global Partner Success Operating Model: Design and scale the Partner Success organization across regions, including TPM, Agent Architect, and Forward Deployed Engineer roles embedded within the partnership motion. Establish clear governance models, engagement rules, and escalation frameworks that ensure partner-delivered implementations meet Parloa’s quality bar. 
• Ensure Quality and Predictability in Partner-Led Delivery: Own delivery health across all partner-executed projects. Implement quality gates, readiness assessments, and technical architecture reviews to ensure partners deploy the Parloa platform correctly and consistently. Ensure go-live readiness and production stability across all partner implementations.
• Build and Develop a High-Performance Organization: Hire, coach, and develop the Partner Success team across regions. Build leadership capacity and clear growth paths for TPMs, Agent Architects, and FDEs. Establish strong accountability frameworks while maintaining a culture focused on technical excellence, collaboration, and partner enablement.
• Drive Partner Enablement and Capability Development: Work with cross-functional teams to create structured enablement programs that accelerate partner readiness and technical capability. Ensure programs emphasize best practices for agent design, platform integrations, and project delivery methodologies. Track partner capability maturity and ensure partners are prepared to lead implementations independently over time. 
• Ensure Technical and Implementation Standard Compliance for Partners:  Ensure consistency across partner-built solutions and reduce implementation variability across the ecosystem.
• Strengthen Partner and Executive Relationships: Serve as the executive technical counterpart to strategic implementation partners. Build trust with partner leadership and ensure strong alignment between Parloa delivery standards and partner implementation practices.
• Create Scalable Feedback Loops Between Partners and Product: Translate field insights from partner implementations into structured product feedback. Identify recurring implementation patterns and advocate for product improvements that reduce complexity and increase partner self-sufficiency.
• Own Partner Performance Metrics and Ecosystem Health: Define and track partner performance metrics such as implementation quality, delivery timelines, QA pass rates, and partner NPS. Establish reporting cadences with executive leadership and drive continuous improvement across the partner ecosystem.