PARTNER EXPERIENCE REPRESENTATIVE

Deltek Systems (Philippines), Ltd.; Makati; On-site; PHP 400,000 - 600,000; Full time

Job summary

Deltek Systems (Philippines), Ltd. seeks a Partner Experience Representative to manage partner lifecycle, renewals, and escalation coordination.

You will collaborate with Partner Account Managers, Enablement, Support, Product, and Operations to ensure a high-quality partner experience and successful renewals. You will own renewal readiness, engage partners 90 days before expiry, and coordinate with internal teams to address risk and forecast visibility.

Qualifications

• 2–4+ years of experience in partner management, customer success, account management, renewals, channel operations or a similar partner/customer-facing role.
• Strong understanding of partner or customer lifecycle management.
• Experience managing recurring revenue or renewals, forecast visibility, adoption, satisfaction and escalations.
• Strong relationship-building, stakeholder-management and communication skills.
• Ability to manage multiple partners, renewals, escalations and priorities concurrently.
• Strong organization and disciplined follow-through.
• Ability to work effectively across Sales, Support, Product, Enablement, and Operations.
• Experience using CRM, customer or partner-success, reporting and engagement platforms such as Salesforce, Gainsight or Salesloft.
• Experience in SaaS, enterprise software, ERP or a channel/partner ecosystem is preferred.
• Experience working across multiple regions and time zones is preferred.

Responsibilities

• Build trusted day-to-day relationships with assigned partners.
• Maintain a regular engagement cadence appropriate to partner tier and business needs.
• Monitor partner health, engagement, adoption and emerging risks.
• Capture partner feedback and communicate recurring themes or concerns to relevant internal teams.
• Support partner satisfaction and retention initiatives.
• Own the assigned partner renewal motion, including renewal readiness, partner outreach, risk identification, forecast visibility and booking coordination.
• Begin proactive renewal engagement approximately 90 days before expiration, with structured follow-up at 60 and 30 days.
• Identify unresolved support issues, partner concerns and other factors that may put a renewal at risk.
• Maintain accurate renewal forecasts and communicate risk, next steps and expected close timing.
• Conduct or support monthly renewal reviews with partners, increasing cadence where appropriate.
• Engage the Partner Account Manager when a renewal involves pricing, commercial exceptions, mergers and acquisitions, significant uplift discussions or strategic commercial considerations.
• Monitor assigned partners for disengagement, renewal risk, low adoption, unresolved escalations or capability gaps.
• Act as the partner-facing coordinator for service and experience-related escalations.
• Clarify the issue, establish ownership and route it to the appropriate Support, Product, Enablement, Partner Program Operations or other Deltek team.
• Maintain ownership of partner communication throughout the escalation and provide regular updates until resolution or a documented next step.
• Identify recurring issues and raise systemic problems so underlying processes can be improved.
• Maintain clear boundaries between experience or service escalations, commercial escalations and operational requests.
• Drive adoption of the Partner Portal, Allego, self-service resources and other partner tools.
• Guide partners toward available training, learning paths, certifications and accreditation requirements.
• Identify knowledge or capability gaps through regular partner interactions and partner-health signals.
• Coordinate with Partner Enablement to connect partners with the appropriate training.
• Track certification, training and tool-adoption progress for assigned partners.
• Partner closely with Partner Account Managers to maintain a coordinated partner experience.
• Work with Partner Program Operations on system administration, access, partner data, program administration and governance requests.
• Work with Enablement on certifications, product knowledge and training requirements.
• Coordinate with Support and Product where partner issues require specialist expertise.
• Maintain clear ownership and effective handoffs across functions.
• Contribute the partner-health perspective to business reviews, including engagement, training adoption, portal usage, feedback, renewal status and risk.
• Maintain accurate partner health, engagement, renewal risk and activity information in approved Deltek systems.
• Use data and insights to identify trends, risks and opportunities across assigned partners.
• Drive disciplined use of Salesforce, Gainsight and other approved platforms supporting Partner Experience.
• Provide Partner Account Managers and leadership with visibility into partner health, renewal forecast, risks and actions.
• Continuously improve ways of working based on partner feedback, operational data and business needs.

Skills

Relationship building

Communication

Cross-functional collaboration

Time management

Forecasting awareness

Tools

Salesforce

Gainsight

Salesloft

Job description

Business Summary:

The Deltek Global Sales team has a passion for empowering project-based businesses to achieve their goals. We relentlessly focus on our customers’ needs and strive to deliver an exceptional experience for all clients. If you are an enthusiastic, motivated professional who enjoys building and nurturing relationships – join our highly collaborative team to help power project success for our customers.

About the Role:

The Partner Experience Representative is responsible for delivering a consistent, proactive and high-quality experience throughout the partner lifecycle. The role builds direct working relationships with assigned partners and focuses on partner success, engagement, renewals, enablement adoption, partner health and escalation coordination.

The Representative works closely with Partner Account Managers, Partner Program Operations, Enablement, Support, Product, and other cross-functional teams to create clear ownership and effective handoffs.

The Representative owns assigned renewal execution, including renewal readiness, partner outreach, risk identification, forecast visibility, and booking coordination. Partner Account Managers support commercial negotiations, pricing exceptions, and strategic commercial escalations.

Key Responsibilities

Partner Success & Engagement

• Build trusted day-to-day relationships with assigned partners.

• Maintain a regular engagement cadence appropriate to partner tier and business needs.

• Monitor partner health, engagement, adoption and emerging risks.

• Capture partner feedback and communicate recurring themes or concerns to relevant internal teams.

• Support partner satisfaction and retention initiatives.

Renewals, Booking & Retention

• Own the assigned partner renewal motion, including renewal readiness, partner outreach, risk identification, forecast visibility and booking coordination.

• Begin proactive renewal engagement approximately 90 days before expiration, with structured follow-up at 60 and 30 days.

• Identify unresolved support issues, partner concerns and other factors that may put a renewal at risk.

• Maintain accurate renewal forecasts and communicate risk, next steps and expected close timing.

• Conduct or support monthly renewal reviews with partners, increasing cadence where appropriate.

• Engage the Partner Account Manager when a renewal involves pricing, commercial exceptions, mergers and acquisitions, significant uplift discussions or strategic commercial considerations.

Partner Health & Escalation Management

• Monitor assigned partners for disengagement, renewal risk, low adoption, unresolved escalations or capability gaps.

• Act as the partner-facing coordinator for service and experience-related escalations.

• Clarify the issue, establish ownership and route it to the appropriate Support, Product, Enablement, Partner Program Operations or other Deltek team.

• Maintain ownership of partner communication throughout the escalation and provide regular updates until resolution or a documented next step.

• Identify recurring issues and raise systemic problems so underlying processes can be improved.

• Maintain clear boundaries between experience or service escalations, commercial escalations and operational requests.

Enablement & Adoption

• Drive adoption of the Partner Portal, Allego, self-service resources and other partner tools.

• Guide partners toward available training, learning paths, certifications and accreditation requirements.

• Identify knowledge or capability gaps through regular partner interactions and partner-health signals.

• Coordinate with Partner Enablement to connect partners with the appropriate training.

• Track certification, training and tool-adoption progress for assigned partners.

Cross-Functional Partnership

• Partner closely with Partner Account Managers to maintain a coordinated partner experience.

• Work with Partner Program Operations on system administration, access, partner data, program administration and governance requests.

• Work with Enablement on certifications, product knowledge and training requirements.

• Coordinate with Support and Product where partner issues require specialist expertise.

• Maintain clear ownership and effective handoffs across functions.

• Contribute the partner-health perspective to business reviews, including engagement, training adoption, portal usage, feedback, renewal status and risk.

Systems, Insights & Continuous Improvement

• Maintain accurate partner health, engagement, renewal risk and activity information in approved Deltek systems.

• Use data and insights to identify trends, risks and opportunities across assigned partners.

• Drive disciplined use of Salesforce, Gainsight and other approved platforms supporting Partner Experience.

• Provide Partner Account Managers and leadership with visibility into partner health, renewal forecast, risks and actions.

• Continuously improve ways of working based on partner feedback, operational data and business needs.

Key Measures of Success

• Renewal bookings and performance against renewal targets

• Renewal forecast accuracy, timeliness and risk visibility

• On-time renewal rate and renewal readiness

• Partner retention

• Partner satisfaction, engagement and feedback

• Training, accreditation, Partner Portal and tool adoption

• Partner-health and risk-management effectiveness

• Escalation responsiveness, communication and resolution

• Effectiveness of handoffs across Partner Experience, Partner Account Management and Partner Program Operations

Qualifications:

• 2–4+ years of experience in partner management, customer success, account management, renewals, channel operations or a similar partner/customer-facing role.

• Strong understanding of partner or customer lifecycle management.

• Experience managing recurring revenue or renewals, forecast visibility, adoption, satisfaction and escalations.

• Strong relationship-building, stakeholder-management and communication skills.

• Ability to manage multiple partners, renewals, escalations and priorities concurrently.

• Strong organization and disciplined follow-through.

• Ability to work effectively across Sales, Support, Product, Enablement, and Operations.

• Experience using CRM, customer or partner-success, reporting and engagement platforms such as Salesforce, Gainsight or Salesloft.

• Experience in SaaS, enterprise software, ERP or a channel/partner ecosystem is preferred.

• Experience working across multiple regions and time zones is preferred.

Role Profile

• Partner focused: Understands the partner’s perspective and advocates for a simpler, more consistent experience.

• Accountable: Creates clear ownership and drives renewals, escalations and commitments through completion.

• Proactive: Identifies renewal, adoption and partner-health risks before they become larger issues.

• Operationally strong: Works through repeatable processes, measurable standards and disciplined execution.

• Collaborative: Works across functions without blurring accountability.

• Data-driven: Uses partner health, adoption, renewal and engagement signals to prioritize action.

• Relationship-oriented: Builds credible, independent working relationships with assigned partners.