Partner Success & Renewals Specialist

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

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.