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 all levels
4. Proven ability to effectively negotiate contracts and/or statement of work with a firm understanding of pricing guidelines, product applicability, and acceptable terms and conditions; must be able to influence stakeholders to ensure that all agreements preserve profitability and mitigate risk to Paymentus
5. Experience preparing comprehensive Request for Proposals, Request for Bids, Vendor Requirement Requests
6. Must demonstrate level of self-sufficiency to manage portfolio, support the partner relationship, and lead partner and client meetings without Paymentus leadership presence
7. Must demonstrate highly effective time management skills to drive the strategic and operational relationship of a portfolio of partners
8. Must demonstrate proficiency in financial modeling with high level understanding of client profitability, revenue cycle management, and revenue collection
9. Knowledge of diverse business types, industries/verticals, and economic market, with strong financial acumen; industries may include, but are not limited to: Government, Banking & Financial Services, Insurance, Mortgage Servicing, Utilities, Healthcare, Telecom, Property Management
10. Experience supporting/selling SAAS and/or cloud-based solutions strongly preferred
11. Familiarity with Microsoft Office Suite and Google ecosystem required

What sets you apart?

1. Knowledge of online and electronic bill payment industry, fundamental understanding of merchant services and credit card association rules, regulations and compliance standards
2. Familiarity with Salesforce™ or similar CRM
3. Professional designations such as CPP, AAP, PMP

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and smartphones.

Physical Demands

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift 15 pounds at times. Must be able to travel.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, during normal business hours. Occasional evening and weekend work may be required as job duties demand.

Travel

Travel may be required up to 30-40%, however may be greater or less than during certain periods of the year

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EEO Statement

Paymentus is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, national origin, ancestry, citizenship status, religion, marital status, disability, military service or veteran status, genetic information, medical condition including medical characteristics, or any other classification protected by applicable federal, state, and local laws and ordinances. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, and general treatment during employment.

Reasonable Accommodation

Paymentus recognizes and supports its obligation to endeavor to accommodate job applicants and employees with known physical or mental disabilities who are able to perform the essential functions of the position, with or without reasonable accommodation. Paymentus will endeavor to provide reasonable accommodations to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so would impose an undue hardship on the Company or pose a direct threat of substantial harm to the employee or others.

An applicant or employee who believes he or she needs a reasonable accommodation of a disability should discuss the need for possible accommodation with the Human Resources Department, or his or her direct supervisor.