Partner Account Manager

usemultiplier.com; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

usemultiplier.com in Bengaluru, India seeks a Partner Account Manager to own a portfolio of payroll and EOR partners. You drive onboarding, hypercare, stabilisation, and a transition to BAU while keeping partners performing and compliant.

You will manage SLAs/KPIs, run partner reviews, handle escalations, and maintain clean data in Salesforce and Zendesk. The role demands strong relationship skills and experience across APAC/EMEA/NAMER time zones.

Qualifications

• 3–5+ years in account management, partner/vendor management, customer success, or operations; ideally in payroll, EOR, PEO, HR tech, or global services.
• Track record of owning relationships and projects end to end with clear outcomes.
• Comfort with structured onboarding and high-pressure hypercare periods.
• Familiarity with SLAs, KPIs, and scorecard-based performance management.
• Hands-on experience with Salesforce and Zendesk.
• Strong communication and stakeholder skills with external partners and internal teams.
• Organised, proactive, and calm under escalation; you chase detail and close the loop.
• Exposure to global payroll mechanics or EOR/in-country compliance.
• Experience across APAC, EMEA, NAMER/LATAM time zones.
• Background in a high-growth scaleup building processes from scratch.

Responsibilities

• Identify and qualify new payroll and EOR partners in target markets with Partnerships and Legal to assess fit, capability, and coverage gaps.
• Run early evaluation and due diligence—scope, country coverage, compliance posture, commercials—building the case to onboard.
• Maintain a healthy pipeline of vendors for proactive coverage ahead of demand.
• Onboard new partners with structured plan: contracting handoffs, system access, process alignment, data exchange, go-live criteria.
• Lead hypercare through the high-touch early period after go-live with tight monitoring and rapid feedback loops.
• Stabilise the relationship by closing process gaps and reducing manual intervention until steady-state quality.
• Transition to BAU by defining operating rhythm and documenting the playbook.
• Own ongoing performance against SLAs and KPIs; drive corrective actions when needed.
• Run regular business reviews with partners; surface trends and opportunities.
• Manage escalations end to end across internal teams to pre-empt customer impact.
• Keep partner data accurate in Salesforce and Zendesk for trustworthy reporting.
• Be the internal voice of the portfolio to leadership.

Skills

Account management

Partner management

Customer success

Onboarding

Stakeholder management

Communication

Organised

Global payroll awareness

Time zone coordination

Tools

Salesforce

Zendesk

Job description

About Job

As a Partner Account Manager, you are the day-to-day owner of a portfolio of payroll and EOR partners. You bring new partners into the network, guide them through onboarding and the critical early hypercare period, stabilise them into business-as-usual, and then keep them performing.

You're equal parts relationship manager, project driver, and operator. You know your partners' strengths and gaps, you spot problems before they reach a customer, and you're the person both sides trust to get things moving. You work closely with Partnerships, Operations, Legal, Finance, and Support to keep your portfolio healthy and growing.

Responsibilities

Partner sourcing

• Identify and qualify new payroll and EOR partners in target markets, working with Partnerships and Legal to assess fit, capability, and coverage gaps.

• Run early evaluation and due diligence — service scope, country coverage, compliance posture, commercials — and build the case to bring a partner on board.

• Maintain a healthy pipeline of vendors so we have coverage ahead of demand, not behind it.

Onboarding - hypercare - stabilisation - fully functional

• Onboard new partners with a structured plan: contracting handoffs, system access, process alignment, data exchange, and clear go-live criteria.

• Lead hypercare through the high-touch early period after go-live — tight monitoring, fast issue resolution, daily/weekly check-ins, and rapid feedback loops until the partner is operating reliably.

• Stabilise the relationship by closing process gaps, tightening handoffs, and reducing manual intervention until the partner reaches steady-state quality.

• Transition to fully functional by defining the BAU operating rhythm, documenting the playbook, and confirming the partner can run without elevated support.

Partner performance management

• Own ongoing performance against agreed SLAs and KPIs — accuracy, timeliness, compliance, and responsiveness — using RYG scorecards.

• Run regular business reviews with your partners, surface trends, and drive corrective action where performance slips.

• Manage escalations end to end, coordinating across internal teams to resolve issues before they reach the customer.

• Keep partner data, cases, and records clean in Salesforce and Zendesk so performance is visible and reporting is trustworthy.

• Be the voice of your portfolio internally — flagging risk, capacity, and opportunity to the Partner Operations leadership.

Skills & Qualification

• 3-5+ years in account management, partner/vendor management, customer success, or operations — ideally in payroll, EOR, PEO, HR tech, or a global services environment.

• A track record of managing relationships and projects end to end, with real ownership of outcomes.

• Comfort running structured onboarding and a steady hand during high-pressure hypercare periods.

• Familiarity with SLAs, KPIs, and scorecard-based performance management.

• Hands-on experience with Salesforce and a support platform such as Zendesk.

• Strong communication and stakeholder skills — equally credible with external partners and internal teams.

• Organised, proactive, and calm under escalation; you chase the detail and close the loop.

• Exposure to global payroll mechanics or EOR/in-country compliance.

• Experience working across APAC, EMEA, and NAMER/LATAM time zones.

• A background in a high-growth scaleup where you've helped build process from scratch.