ALBA E. KROTTER
Partner Success Delivery Manager
Work Preference
Summary
Partner Success Delivery Manager with 4+ years managing a 32-account European partner portfolio (EMEA) at 100% retention. Built the Spain market from scratch, cut partner onboarding time by 67%, and improved contract margins by moving support in-house. Combines technical support depth (L1 engineering background) with stakeholder trust to solve delivery problems other managers escalate.
Overview
13
13
years of professional experience
Languages
English (C1)
Spanish (C2)
German (C1)
Work History
Partner Success Delivery Manager
Westcon-Comstor GmbH
08.2023 - Current
- Manage a portfolio of 32 active partner contracts, growing partner-driven business through consultative upselling and onboarding 2 new partners in the past year.
- Improved contract margins on key Spain accounts by eliminating third-party outsourcing, transitioning support in-house through hands-on training of internal engineers.
- Reduced partner onboarding time by 67%, from 30 days down to 10 days.
- Conduct quarterly performance reviews across all 32 accounts to ensure alignment with partner objectives.
- Sustained 100% retention across a 32-account portfolio, with every contract renewed.
- Built and scaled the first Partner Success Delivery Manager role covering Spain from the ground up, growing the Spain portfolio to 10+ accounts since 2024 while retaining full responsibility for Austria, Germany, and the UK.
L1 Support Engineer
Westcon Comstor GmbH
01.2022 - 08.2023
- Resolved 21–40 support tickets weekly, closing 40% within the first week and critical cases within days.
- Achieved a ~30% first-contact resolution rate across tickets of varying complexity.
- Rewrote and maintained run manuals weekly, deepening engineers' understanding of contract terms and reducing reliance on escalation.
- Coordinated system upgrades and installations across a cross-functional team of 12.
- Trained and onboarded 4 new L1 support engineers over a 6-month period.
Receptionist
Novum Hospitality
08.2021 - 12.2021
- Delivered consistently smooth check-in/check-out for a high daily guest volume at an executive hotel, achieving zero double-bookings.
- Drove repeat bookings by building strong first-visit guest relationships.
- Trained 2 junior reception staff during a 6-month tenure.
- Resolved guest inquiries and complaints same-day, every day.
Public Relations Intern
Most Valued Business
06.2019 - 12.2019
- Produced a weekly newsletter and daily content across LinkedIn, Instagram, and Facebook to support brand visibility.
- Built and grew outreach relationships with governmental organizations on a weekly cadence.
- Coordinated events ranging from large-scale conferences (200+ attendees, 10+ international speakers) to biweekly smaller sustainability workshops.
Project Coordinator
The Business Year
08.2017 - 03.2018
- Led a 6-person team through the full lifecycle of an annual project, from planning to delivery.
- Facilitated cross-functional communication across 3 departments to keep the project on track.
- Prevented delivery delays and increased qualified leads for new contracts through proactive stakeholder management.
- Led approximately 5 project kickoff meetings per week.
Customer Service Representative
Comcast
01.2014 - 07.2014
- Handled 50+ support tickets daily with same-day resolution.
- Managed escalated call volume, including weekend peak periods, maintaining professionalism under pressure.
- Redesigned the customer approach used by the team, improving feedback and survey response rates.
- Trained 5 new hires on customer service protocols and system navigation.
Education
High School Diploma -
U. E. Colegio Santo Tomás De Aquino
Caracas, Venezuela 04.2001 -
Skills
Relationship Building
Stakeholder Engagement
Vendor Management
Partnership Development
Customer Insights
Team Collaboration
Software
SAP
CRM Systems
SharePoint
Microsoft 365
Excel
Teams
Timeline
Partner Success Delivery Manager
Westcon-Comstor GmbH
08.2023 - Current
L1 Support Engineer
Westcon Comstor GmbH
01.2022 - 08.2023
Receptionist
Novum Hospitality
08.2021 - 12.2021
Public Relations Intern
Most Valued Business
06.2019 - 12.2019
Project Coordinator
The Business Year
08.2017 - 03.2018
Customer Service Representative
Comcast
01.2014 - 07.2014
High School Diploma -
U. E. Colegio Santo Tomás De Aquino
04.2001 -