Partner Operations Manager

Paymentus Group Inc•Dallas, TX

10h•Onsite

About The Position

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.

Requirements

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.
Proven technical aptitude to comprehend and document complex partner/client integrations and consult on best use of our mutual platforms. Ability to comprehend, document and articulate client requirements and business rules for change requests and/or secondary product implementations.
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.
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.
Experience preparing comprehensive Request for Proposals, Request for Bids, Vendor Requirement Requests.
Demonstrate level of self-sufficiency to manage portfolio, support the partner relationship, and lead partner and client meetings without Paymentus leadership presence.
Demonstrate highly effective time management skills to drive the strategic and operational relationship of a portfolio of partners.
Demonstrate proficiency in financial modeling with high level understanding of client profitability, revenue cycle management, and revenue collection.
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.
Familiarity with Microsoft Office Suite and Google ecosystem required.

Nice To Haves

Knowledge of online and electronic bill payment industry, fundamental understanding of merchant services and credit card association rules, regulations and compliance standards.
Familiarity with Salesforce™ or similar CRM.
Professional designations such as CPP, AAP, PMP.
Experience supporting/selling SAAS and/or cloud-based solutions.

Responsibilities

Oversee the success of relationships with an assigned portfolio of Paymentus partner relationships, collaborating with internal teams.
Maintain deep understanding of Partner integrations and technical details, including documentation.
Engage regularly with partners and mutual clients via email/phone, face-to-face meetings, virtual meetings, and conference/expo interactions (monthly or more frequently).
Assist Client Success Managers with support needs for mutual clients, including production support, implementation requests, and technical project scope discussions.
Support the Partner Management team with their overall objectives for each partner relationship.
Attend user group meetings, conferences, and other in-person meetings as needed to support partner relationships.
Monitor all support cases for each partner and proactively identify areas needing additional training.
Develop formal business reviews and strategies to maximize partner relationship success.
Consistently meet or exceed established goals and key performance indicators.
Act as the voice of the client, collaborating with internal teams to drive client issues/escalations to resolution.