Partner Experience Manager

This is a fully remote position, open to applicants in California, +6 more states.

📋 Description

• Act as the business lead for the Partner Portal, overseeing its strategic roadmap, experience priorities, governance framework, adoption goals, and alignment with Partner Program and market entry strategies.

• Manage the governance and curation of Partner Portal content, which includes content standards, taxonomy, audience targeting, approval authority, publishing oversight, content lifecycle management, and the removal or archiving of outdated materials.

• Oversee the business roadmap for the Partner Portal and enhancements to the partner lifecycle experience, including onboarding, support, self-service, content access, and visibility touchpoints.

• Establish business priorities, desired partner experiences, and acceptance criteria for modernizing the Partner Portal and associated partner interactions.

• Define role-based access, entitlements, audience targeting, content discoverability, and governance across different partner types, user roles, and lifecycle stages.

• Identify and prioritize enhancements to the partner experience across enrollment, onboarding, approval, support intake, and partner workflows.

• Set business priorities for self-service functionalities, such as portal-enabled onboarding, support, quoting, ordering, role-based transaction access, and future digital interactions.

• Represent the interests of the Partner Portal business and partner experience in IT projects related to quote-to-order, case management, partner self-service, content access, and associated capabilities.

• Identify and prioritize friction points for partners and internal users, converting insights into scalable process, workflow, system, or content-access enhancements.

• Collect and analyze partner feedback through surveys and targeted input channels; convert insights into prioritized experience requirements and monitor follow-through.

• Lead organized Voice of Partner initiatives, including the annual partner survey and specific feedback channels.

• Assist in the planning and execution of Partner Advisory Board activities, which includes developing questions and materials, synthesizing feedback, identifying recurring themes, and tracking action items.

• Define and track metrics related to adoption, process efficiency, support visibility, ease of doing business, and the impact on partner experience.

⛳️ Requirements

• A minimum of 6 years of experience in partner operations, channel operations, partner experience, business systems, GTM operations, or related fields.

• Demonstrated ability to enhance partner, customer, or external user journeys across digital, workflow, and process interactions.

• Capacity to convert business requirements into scalable processes, workflows, business specifications, and system functionalities.

• Experience collaborating cross-functionally with business stakeholders, technical teams, and GTM functions.

• Familiarity with Salesforce CRM, Salesforce Experience Cloud, partner portals, PRM systems, or similar external-user platforms.

• Strong skills in process design, requirements development, change management, and stakeholder management.

• Experience in leading structured partner or customer feedback initiatives, including surveys, advisory forums, and qualitative input collection.

• Excellent written communication, prioritization, and cross-functional influence capabilities.

• Proven ability to responsibly leverage AI-enabled tools to enhance productivity, synthesize information, draft communications, analyze business inputs, and expedite daily execution.

• Background in supporting partner-led, channel-led, distributor-led, ISV, or ecosystem go-to-market strategies.

• Practical experience with partner portals, role-based access, entitlements, case management, onboarding workflows, support intake, or self-service transaction experiences.

• Understanding of quote-to-order processes, commercial operations, partner operations workflows, or transaction-related partner experiences.

• Experience in SaaS, analytics, cloud, AI, or ecosystem business models.

🏝️ Benefits

• Bonus

• Equity

• Benefits for all Associates

• Diverse, equitable, and inclusive workplace