Partner Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for designated partners regarding daily account management, platform inquiries, and operational issues, tailoring your engagement based on the partner's profile—from highly independent to those requiring more direct assistance.

• Oversee the complete execution of platform activities for assigned partners, which includes managing the Knowledge Base, monitoring Generative AI performance, handling campaign management, and implementing communication plans utilizing Mainstay’s advanced platform tools and standardized processes.

• Take charge of content review for assigned partners, ensuring that Knowledge Base content, campaign scripts, and partner communications remain precise, on-brand, and in line with the evolving objectives of partners.

• Keep accurate, comprehensive, and updated records of partners across CRM and other systems, performing regular data audits and addressing or escalating inconsistencies promptly.

• Monitor and utilize Net Revenue Retention (NRR) and NPS as essential metrics of portfolio health and sentiment, identifying at-risk accounts and potential expansion opportunities early on.

• Create detailed Strategic Partner Review (SPR) materials that include performance analysis, platform insights, trend identification, and written recommendations, and co-lead live SPRs with the Partnership Director 1–2 times a year.

• Generate regular, clear, and actionable performance reports for the Partnership Director and internal stakeholders, highlighting platform health indicators and engagement trends.

• Educate and empower partners, especially those with limited availability or lower engagement with Mainstay’s capabilities, best practices, and new Generative AI functionalities.

• Assist in the renewal process in collaboration with the Partnership Director and Revenue Operations, ensuring timely execution and partner communications without taking ownership of the renewal strategy.

• Hold regular account review meetings with the Partnership Director to evaluate partner health, identify concerns, and report improvement ideas from both internal and partner perspectives.

• Embrace and provide insights on new platform tools, reporting functionalities, and operational playbooks as they are rolled out by Mainstay’s Product and Operations teams.

⛳️ Requirements

• A minimum of 2 years of experience in Customer Success, Account Management, Partner Operations, or a related operational client-facing role within a SaaS or technology organization.

• A strong sense of ownership and follow-through, capable of managing a high volume of moving elements without letting any slip through the cracks.

• Comfortable working with data: able to interpret platform performance metrics, engagement trends, and health indicators, and convert them into clear, actionable recommendations.

• Strong CRM discipline with experience in maintaining clean, reliable account data and ensuring reporting accuracy.

• Exceptional written and verbal communication skills, with the capacity to adjust tone and content for both partner-facing and internal audiences.

• Experience in contributing to or supporting renewal processes, account reviews, or client reporting cycles.

• Adaptability: able to modify your approach, cadence, and level of support based on the specific needs and engagement levels of each partner.

• A collaborative spirit and genuine enthusiasm for closely working with a Partnership Director and cross-functional teams to ensure a seamless partner experience.

• Experience in Higher Education or another mission-driven sector is advantageous, although not mandatory.

🏝️ Benefits

• Opportunities for professional development and growth.

• Collaborative and inclusive work environment.

• Comprehensive health benefits package.

• Flexible work arrangements.