Partner Experience Manager

Diligent Corporation•Washington, DC

19h•Hybrid

About The Position

The Partner Experience Manager is responsible for driving partner engagement, operational excellence, and long term partner success across Diligent Partner Ecosystem working with the Diligent partner team and internal cross functional stakeholders. This role combines strong relationship management skills with a data-driven approach to partner operations. The Partner Experience Manager leverages partner health metrics, engagement analytics, business insights, and operational reporting to identify opportunities for improvement, address partner challenges, and drive measurable enhancements in partner satisfaction and program effectiveness. Working closely with partners and internal stakeholders, this individual serves as a trusted advisor and operational liaison, ensuring partners receive a best in class experience while supporting program adoption, partner growth, and overall ecosystem success.

Requirements

5–7 years of experience in Partner Management, Partner Operations, Customer Success, Account Management, Channel Programs, or related roles (i.e Marketing, Customer Experience)
Experience working with Salesforce (SFDC) and CRM reporting tools.
Experience managing data quality, reporting, and partner databases.
Strong analytical and stakeholder management skills.
Strong project management and organizational skills.
Excellent written and verbal communication skills.

Responsibilities

Develop a deep understanding of partner programs, processes, and solutions and act as a subject matter expert for partners.
Monitor partner health metrics, engagement trends, program participation, and risk indicators to proactively identify partners requiring support or intervention.
Maintain accurate partner records, profiles, and engagement data within Salesforce (SFDC) and related systems.
Manage partner databases and ensure data integrity, accuracy, and completeness across platforms.
Track, reconcile, and support partner royalty payment processes in collaboration with Finance and Operations teams.
Identify gaps in partner engagement, adoption, performance, and overall partner experience, and develop action plans to address them.
Conduct partner health checks, business reviews, and engagement sessions to strengthen partner relationships and drive program success.
Manage partner lead tracking, reporting, and operational processes.
Serve as the primary liaison between partners and internal teams, ensuring timely resolution of issues and effective communication.
Track and report on partner performance metrics, engagement trends, and operational KPIs.
Coordinate and support global partner summits, events, webinars, and partner engagement activities.
Manage multiple partner relationships and initiatives simultaneously.