Partner Operations Manager

About the Role

Key Responsibilities

• Manage an assigned portfolio of Paymentus partner relationships and collaborate with internal teams to oversee their success.
• Develop a deep understanding of partner integrations and technical details, maintaining documentation of integrations.
• Engage regularly with partners and mutual clients via email, phone, face-to-face meetings, virtual meetings, and conferences to ensure proactive communication.
• Support support needs for mutual clients, including production support requests, implementation requests, and technical project scope discussions.
• Assist the Partner Management team with their objectives for each partner relationship.
• Attend user group meetings, conferences, and in-person meetings as needed to support partner relationships.
• Monitor support cases for each partner and proactively identify areas requiring additional training.
• Develop formal business reviews and strategies to maximize partner relationship success.
• Meet or exceed established goals and key performance indicators.
• Collaborate with internal teams to address client issues and escalations to resolution.

Requirements

• 5+ years in client relationship management and/or customer success, managing a portfolio of clients across multiple industries with a proven track record of meeting or exceeding sales and retention targets.
• Proven technical aptitude to understand, document, and consult on complex partner/client integrations and business rules.
• Advanced oral and written communication skills, including making presentations and delivering complex messages to diverse audiences.
• Ability to negotiate contracts and statements of work, influencing stakeholders to preserve profitability and mitigate risk.
• Experience preparing RFPs, RFIs, and vendor requirement requests.
• Self-sufficient in managing a portfolio, supporting partner relationships, and leading meetings independently.
• Strong time management skills to handle multiple relationships strategically and operationally.
• Proficiency in financial modeling, understanding client profitability, revenue cycle management, and revenue collection.
• Knowledge of diverse industries such as government, banking, insurance, healthcare, utilities, telecom, and property management.
• Experience supporting or selling SaaS and/or cloud-based solutions is strongly preferred.
• Familiarity with Microsoft Office Suite and Google ecosystem.
• Travel readiness up to 30-40%, with flexibility as needed.

Nice to Have

• Knowledge of online and electronic bill payment industry.
• Understanding of merchant services, credit card rules, regulations, and compliance standards.
• Familiarity with Salesforce or similar CRM systems.
• Professional designations such as CPP, AAP, PMP.

Qualifications

• Formal education or certifications are not explicitly specified, but extensive experience in client relationship management and technical understanding are required.

Benefits & Perks

• Not explicitly specified in the description.