Partner Experience Manager

Are you ready to write your next chapter

Make your mark at one of the biggest names in payments.Werelooking for aPartnerExperienceManagerto join our Global Payments for Platformsteam and help us unleash the potential of every business.

Whatyoullown as thePartnerExperience Manager

The Partner Experience Manager helps partners get the most value from Worldpays products and services by serving as their primary contact building long-term relationships improving satisfaction and supporting retention.

General Duties & Responsibilities

• Advanced Partner Support

• Serve as the main point of contact for complex partner inquires and issues.

• Provide detailed troubleshooting for issuesor questions related to product authorizations settlementfundingreportingonboarding and POS devices.

• Respond to partner inquiries via email chat or phone with a professional and solution-focused approach.

• Resolve issues efficiently and communicate with both internal and external stakeholders throughout the process.

• Product Expertise

• Maintain deep knowledge of the platform/product toassistwith advanced configuration integrations and workflows.

• Proactively stay updated on new features updates and best practices to guidepartnerseffectively.

• Collaboration and Escalation

• Liaise with internal teams including Technical Account Management Product EngineeringRelationshipand Sales todriveissuesto resolutionprovidingcontext timing and rationalefor fixes.

• Communicate with partners to provide guidance and feedback for consistent knowledge sharing.

• PartnerFocus

• Ensure a positive partner experience by providingtimelyandaccurateresponses.

• Document partner interactions and resolutions in the ticketing system to maintain detailed service histories.

• Identifytrends in recurring partner issues and communicate insights to improve processes or features.

• Work with the partner to explain self-service options for ticket deflection.

• Process and Documentation

• Contribute to the development and maintenance of partner services documentation FAQs and training materials.

• Suggest improvements to workflows tooptimizeservice delivery.

• Metrics and Reporting

• Track and meet performance metrics such asfirstresponse timenext reply time periodic update timeresolution time and customer satisfaction ratings.

• Leverage the ticket data to reporton trends toidentifyareas of opportunity for productenhancements.

• Continuous Improvement

• Participate in training sessions to enhance technical skills andpartner experience bestpractices. Actively contribute to team meetings brainstorming sessions and initiatives to improve the overall support experience.

Whatyoullbring

• Bachelors degree in Business Finance Technology or a related field

• 5 years of experience in Partner Success Customer Success Account Management or related roles within a B2B SaaS or FinTech environment.

• Strong understanding of SaaS platforms payment systems and/or financial technology solutions.

• Exceptional communication relationship-building and problem-solving skills.

• Experience with CRM and partner success tools (e.g.ZendeskGainsight Salesforce HubSpot).

• Advanced analytical skills with the ability toleveragedata to drive strategy and decision-making.

• Partner-centric mindset with a passion for delivering extraordinary service and results.

About the team

OurPartnerExperience teams are the face and voice of Global Payments and bring our valueThinkLike a Customer to life every day. TheseGlobalpayershold us accountable for putting our best foot forward in every interaction with ourpartners.

To learn more about our winning teams check out ourworld-class teamsthatown itevery day.

What makes aGlobalpayer

What makes aGlobalpayerItssimple: Think Act Win. We stay curious always asking the rightquestionsandfinding creative solutions to simplify the complex.WeredynamiceveryWorldpayeris empowered to make the right decisions for their customers. Andweredetermined always staying openandwinning and failing as one.

Does this sound like you Then you sound like aGlobalpayer. Apply now to write the next chapter in your career.