Partner Success Manager

Roku • San Jose, CA

318d • $88,000 - $135,000

About The Position

The Partner Success Manager is responsible for managing day-to-day content partner payout operations and possesses extensive knowledge of partner support best practices and the tools necessary to get the job done. This individual effectively builds relationships both inside and outside Roku, advocating for the needs of our partners and the Partner Success team. As an effective communicator and expert in daily processes and tools, the Partner Success Manager provides the Manager, Partner Success with insights on ways to grow the partner ecosystem and improve collaboration across teams.

Requirements

• 6+ years of relevant partner payout support, and/or program management of consumer-focused products experience with a demonstrated track record of successfully leading partner projects.
• Hands-on experience working for a platform that manages payouts to partners, including familiarity with payout workflows, reconciliation, and issue resolution.
• Direct involvement in migrating partners to new payment or payout systems, with a track record of successful transitions, troubleshooting, and minimization of downtime.
• In-depth understanding of Roku Pay (or similar payment systems) and their technical intricacies, payout structures, and partner-facing impacts.
• Demonstrated ability to build and maintain positive relationships with partners, providing excellent support around payments and addressing their concerns proactively.
• Ability to succinctly communicate and lead project discussions across varying levels of the organization.
• Strong technical ability with good understanding of payout related technologies and operation.
• Bachelor's degree qualification in Engineering, Business or related discipline preferred.

Responsibilities

• Serve as an SME for partner payout issues/operations, responsible for ensuring Roku tools are being leveraged to their highest potential, scoping new features, training users, and socializing updates to the broader Partner Management team.
• Collaborate with cross functional teams to migrate partners to the new payment system, ensuring a smooth partner experience and tracking any migration-related challenges.
• Provide ongoing post-launch partner payout support, resolving issues promptly and maintaining satisfaction.
• Identify, document, and resolve payment-related issues. Oversee payment system performance and provide feedback for continuous improvement.
• Track partner payout metrics, analyze payment data, and generate data driven insights to improve processes and partner experience.
• Manage partner tickets in Partner Success Zendesk queue and keep partner knowledge center up to date to optimize self-service and automation.

Benefits

• Health insurance
• Equity awards
• Life insurance
• Disability benefits
• Parental leave
• Wellness benefits
• Paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Computer and Electronic Product Manufacturing
• Education Level: Bachelor's degree