Partner Operations Manager

Summary/Objective The all-encompassing goal of the Paymentus Client Success Team is defined in the title: Client Success. The drive of the Partner Operations Manager is to devote their time and attention to one of our most important client bases: our partner vendor relationships. As a Partner Operations Manager, you will have many points of focus, all geared to making our partners, and ultimately Paymentus, successful. You will be responsible for setting the tone of the relationship and building the foundation for the 4 R's of Client Success: Retention, Relationship Expansion, Revenue Growth, and Reference-ability. Through focusing on these pillars, you will be responsible for the success of the Paymentus/Partner relationship, and the overall satisfaction of your clients. You will work side-by-side with your partner clients through regular communication, education/information sharing, strategic planning, and collaboration through regular interaction, meetings, and business reviews. Through these touchpoints, you will help your partner clients understand how the Paymentus products work, understand how their productions and solutions work, help to navigate daily support and implementation needs for mutual clients, and help to ensure they establish a successful partnership with Paymentus. A successful POM is one who can balance driving the success of their clients and the success of Paymentus. Essential Functions/ Responsibilities 1. You will have an assigned portfolio of Paymentus partner relationships and will collaborate with internal teams to oversee the success of the relationships with your partners. 2. You will be responsible for deep understanding of Partner integrations and technical details, as well as maintaining documentation of integrations. 3. You will be responsible for regular engagement with your partners and mutual clients as needed. This engagement will include regular checkpoints via email/phone, face-to-face meetings, virtual meetings, and conference/expo interactions to ensure on-going proactive communication on a monthly basis or more frequently as requested. 4. You will work closely with our Client Success Managers to assist with support needs for mutual clients. This may be supporting production support requests, or implementation requests and technical project scope discussions. 5. You will support the Partner Management team with their overall objectives with each partner relationship. 6. You will attend user group meetings, conferences, and any other in-person meetings as needed to support your partner relationships. 7. You will monitor all support cases for each partner, and proactively identify any areas that may require additional training for the partner or our mutual clients. 8. You will develop formal business reviews and strategies to maximize partner relationship success. 9. Consistently meet or exceed established goals and key performance indicators 10. You are the voice of client, collaborating with internal teams to drive any client issues/escalations to resolution Supervisory Responsibility This position does not have any supervisory responsibility or direct reports. Required Education and Experience 1. 5+ years in client relationship management and/or customer success, with proven experience directly managing a portfolio of clients across multiple industries and business verticals, with a proven track record of consistently meeting or exceeding up-sell/cross-sell production goals and revenue retention targets 2. Proven technical aptitude to comprehend and document complex partner/client integrations and consult on best use of our mutual platforms. This includes the ability to comprehend, document and articulate client requirements and business rules for change requests and/or secondary product implementations 3. Advanced oral and written communications skills including the ability to make in-person presentations and deliver messaging on complex and sensitive information for audiences at a…