Partner Experience Manager

Global Payments Inc.•Cincinnati, OH

About The Position

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow. Are you ready to write your next chapter? Make your mark at one of the biggest names in payments. We’re looking for a Partner Experience Manager to join our Global Payments for Platforms team and help us unleash the potential of every business.

Requirements

Bachelor’s 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., Zendesk, Gainsight, Salesforce, HubSpot).
Advanced analytical skills, with the ability to leverage data to drive strategy and decision-making.
Partner-centric mindset with a passion for delivering extraordinary service and results.

Responsibilities

Serve as the main point of contact for complex partner inquiries and issues.
Provide detailed troubleshooting for issues or questions related to product, authorizations, settlement, funding, reporting, onboarding, 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.
Maintain deep knowledge of the platform/product to assist with advanced configuration, integrations, and workflows.
Proactively stay updated on new features, updates, and best practices to guide partners effectively.
Liaise with internal teams, including Technical Account Management, Product, Engineering, Relationship and Sales to drive issues to resolution, providing context, timing, and rationale for fixes.
Communicate with partners to provide guidance and feedback for consistent knowledge sharing.
Ensure a positive partner experience by providing timely and accurate responses.
Document partner interactions and resolutions in the ticketing system to maintain detailed service histories.
Identify trends in recurring partner issues and communicate insights to improve processes or features.
Work with the partner to explain self-service options for ticket deflection.
Contribute to the development and maintenance of partner services documentation, FAQs, and training materials.
Suggest improvements to workflows to optimize service delivery.
Track and meet performance metrics such as first response time, next reply time, periodic update time, resolution time, and customer satisfaction ratings.
Leverage the ticket data to report on trends to identify areas of opportunity for product enhancements.
Participate in training sessions to enhance technical skills and partner experience best practices.
Actively contribute to team meetings, brainstorming sessions, and initiatives to improve the overall support experience.