Partner Relationship Manager

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Establish and nurture robust relationships with partners utilizing payment solutions.

• Act as the main point of contact for partner inquiries, concerns, feedback, and escalated matters.

• Monitor and resolve outstanding issues across various departments and external providers.

• Cultivate a thorough understanding of partner workflows to foresee and mitigate potential challenges.

• Elevate system issues and advocate for the needs of partners.

• Assist with partner onboarding and integration into the payment platform.

• Facilitate implementation efforts for new partners and transition them into relationship management.

• Collaborate with departments to tackle risk and compliance challenges.

• Keep partners informed about regulatory changes and product updates.

• Document partner interactions and ensure precise CRM records are maintained.

• Generate reports on partner engagement, support metrics, and satisfaction levels.

• Formulate strategies to enhance partner satisfaction and retention.

• Manage risks related to partner churn, retention strategies, and churn-driver reporting.

• Advocate for the integration of AI within the PRM team and its processes.

⛳️ Requirements

• Bachelor’s degree in Business, Finance, Communications, or a related field.

• Proven experience in partner relationship management within the payments or fintech sector.

• In-depth understanding of payment platforms, transaction processing, and compliance needs.

• Demonstrated experience in navigating cross-functional teams and third-party relationships to resolve partner or customer issues.

• Proven accountability in managing and resolving complex partner challenges.

• Exceptional communication and problem-solving capabilities.

• Proficient in CRM software and the Microsoft Office Suite.

• Strong skills in Excel.

• Capability to manage multiple partner accounts and prioritize tasks effectively.

• High degree of professionalism and a partner-centric approach.

• Some travel may be required (~20%) for company offsites and client/partner visits.

• Valid passport is necessary.

• Experience with payment gateways, merchant services, or digital wallets.

• Knowledge of PCI DSS, AML, and other regulatory standards.

• Experience with third-party vendors or service providers in the payments or SaaS domain.

• Familiarity with issue tracking systems or escalation workflows.

• Legal authorization to work in the United States is required; visa sponsorship is not available.

🏝️ Benefits

• Comprehensive medical, dental, vision, and life insurance plans.

• 401(k) plan with company match.

• 15 paid vacation days annually.

• 5 paid sick days each year.

• 1 paid personal day per year.

• Employee Share Program (Ticker: TSE:CSU).

• 100% remote-first work model.

• Flexibility to work from home or any location within the country of the job listing.

• Opportunities for company offsites and client/partner visits.

• Engage in remote BINGO, trivia sessions, volunteer opportunities, sporting events, and picnics.