Partner Relationship Manager

This is a fully remote position, open to applicants in Canada, +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 issues.

• Ensure prompt follow-up and resolution of partner-related issues.

• Monitor and address unresolved issues across departments and external providers until they are fully resolved.

• Acquire a comprehensive understanding of partner workflows to foresee and mitigate potential challenges.

• Elevate system issues and advocate for partner requirements within the organization.

• Assist with partner onboarding and integration with payment platforms.

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

• Collaborate with various departments to proactively tackle risk and compliance concerns.

• Update partners on regulatory changes and product enhancements.

• Maintain accurate CRM records and track partner interactions.

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

• Formulate strategies to enhance partner satisfaction and retention.

• Manage partner churn, including identifying risks, coordinating retention strategies, and reporting on churn factors.

• 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.

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

• Strong knowledge of payment platforms, transaction processing, and compliance regulations.

• Proven ability to navigate cross-functional teams and third-party relationships to resolve customer or partner issues.

• Track record of accountability in managing and resolving complex partner challenges.

• Exceptional communication and problem-solving abilities.

• Proficient in CRM software and the Microsoft Office Suite.

• Particularly strong skills in Excel.

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

• High level of professionalism and a partner-centric mindset.

• Willingness to travel for company offsites and client/partner visits, approximately 20% of the time.

• Valid passport is required.

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

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

• Relevant certifications such as CRM, CXM, Fintech, or Salesforce.

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

• Familiarity with issue tracking systems or escalation workflows.

• Must possess pre-existing legal authorization to work in the United States.

🏝️ Benefits

• 100% remote-first work model.

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

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

• 401(k) plan with company match, fully yours from day one.

• 15 paid vacation days annually.

• 5 paid sick days annually.

• 1 paid personal day annually.

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

• Opportunities for company offsites and client/partner visits.