Partner Experience Lead, FinTech Solutions

Global Payments; Atlanta (GA); On-site; USD 90,000 - 140,000; Full time

Job summary

Global Payments is seeking a Partner Experience Manager to maximize partner value by serving as the primary contact, building strong relationships, and driving satisfaction and retention within our Platforms group.

You will own advanced partner support, become a product expert, and work with Engineering, Relationship and Sales teams to resolve issues and improve processes. A customer-focused, data-driven mindset is essential.

Qualifications

• Bachelor's degree in Business, Finance, Technology, or related field.
• 5+ years of experience in Partner Success, Customer Success, Account Management, or related roles within a B2B SaaS or FinTech environment.
• Strong understanding of SaaS platforms, payment systems, and/or financial technology solutions.
• Exceptional communication, relationship-building, and problem-solving skills.
• Experience with CRM and partner success tools (Zendesk, Gainsight, Salesforce, HubSpot).
• Advanced analytical skills, with the ability to leverage data to drive strategy and decision-making.

Responsibilities

• Serve as the main point of contact for complex partner inquiries and issues.
• Provide detailed troubleshooting for product, authorizations, settlement, funding, reporting, onboarding, and POS devices.
• Respond to partner inquiries via email, chat, or phone with a professional and solution-focused approach.
• Resolve issues efficiently and communicate with internal and external stakeholders throughout the process.
• Maintain deep knowledge of the platform/product to assist with advanced configuration, integrations, and workflows.
• Collaborate with internal teams to drive issues to resolution, providing context, timing, and rationale for fixes.
• Document partner interactions and resolutions in the ticketing system to maintain detailed service histories.
• Identify trends in recurring partner issues and communicate insights to improve processes or features.
• Explain self-service options for ticket deflection.
• Contribute to the development and maintenance of partner services documentation, FAQs, and training materials.
• Track performance metrics such as first response time, next reply time, and customer satisfaction.
• Participate in training sessions to enhance technical skills and partner experience best practices.

Skills

Advanced Partner Support

Product Expertise

Collaboration & Escalation

Partner Focus

Process & Documentation

Metrics & Reporting

Continuous Improvement

Education

Bachelor's degree in Business, Finance, Technology, or related field

Tools

Zendesk

Gainsight

Salesforce

HubSpot

Job description

Global Payments is seeking a Partner Experience Manager to maximize partner value by serving as the primary contact, building strong relationships, and driving satisfaction and retention within our Platforms group.

You will own advanced partner support, become a product expert, and work with Engineering, Relationship and Sales teams to resolve issues and improve processes. A customer-focused, data-driven mindset is essential.