Partner Success Manager

POS Professional Office Services•Waterloo, IA

About The Position

The Partner Success Manager is responsible for managing the ongoing success of strategic partnerships after implementation and go-live. This position serves as the primary point of contact for assigned partners and provides consistent oversight, communication and coordination throughout the life of the partnership. The position works with cross-functional departments to ensure partner requests are addressed, contractual expectations and service-level agreements are understood, and issues are resolved in a timely manner. This role builds strong partner relationships, monitors the overall health and performance of each partnership, identifies potential concerns before they become escalations and maintains clear ownership of follow-up and communication. They also identify opportunities to strengthen and grow existing partnerships and communicate those opportunities to the appropriate teams.

Requirements

Bachelor's degree in Business, Communications, Project Management, Marketing or a related field, or three to five years of equivalent professional experience.
Three to five years of experience in partnership management, client success, account management, project coordination, software support or a related role.
Experience serving as the primary point of contact for strategic partners, enterprise customers or complex accounts.
Strong relationship-building, customer service and stakeholder-management skills.
Excellent written and verbal communication skills.
Strong organizational, project-management and time-management abilities.
Ability to manage multiple partnerships, priorities, requests and escalations simultaneously.
Ability to coordinate work across departments without having direct authority over the individuals completing the work.
Strong problem-solving skills and the ability to identify risks, dependencies and potential issues proactively.
Ability to understand technical workflows, software applications and operational processes.
Must be a collaborative team member who can communicate effectively with employees, partners and leaders at all levels of the organization.

Responsibilities

Serve as the primary post-go-live point of contact for assigned strategic partnerships.
Participate in the transition from implementation to ongoing support to ensure partnership requirements, workflows, contacts, commitments and open items are fully documented and transferred.
Develop and maintain a partnership support plan that defines internal ownership, escalation paths, communication expectations, service-level agreements and recurring responsibilities.
Build strong, trusted relationships with partner contacts through proactive communication, regular meetings and consistent follow-up.
Coordinate partner requests across multiple internal teams.
Maintain ownership of partner issues and requests through resolution.
Monitor support tickets, recurring issues, service performance, volumes, utilization and other indicators of partnership health.
Identify potential concerns, risks, and service gaps before they become escalations.
Facilitate recurring partner meetings, document action items, and ensure both internal and external commitments are completed.
Communicate accurate and timely status updates to partners, internal stakeholders, and leadership.
Understand each partnership's contractual commitments, service-level agreements, workflows, and customer-impacting requirements.
Coordinate and escalate urgent or high-impact issues according to the established support and communication process.
Partner with Product and Development to communicate partner feedback, recurring technical concerns and potential product needs.
Participate in solution discussions, testing, training and documentation when changes affect an assigned partnership.
Develop and maintain partnership procedures, support documentation, contact lists, templates and best practices.
Identify retention risks, expansion opportunities and potential product or service needs and communicate them to Sales and leadership.
Advocate for the partner internally while balancing partner needs with POS capabilities, priorities and operational requirements.