Partner Experience Manager

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

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Are you ready to write your next chapter?

Make your mark at one of the biggest names in payments. We're looking for a Partner Experience Manager to join our Global Payments for Platforms team and help us unleash the potential of every business.

What you'll own as the Partner Experience Manager

The Partner Experience Manager helps partners get the most value from Worldpay's products and services by serving as their primary contact, building long-term relationships, improving satisfaction, and supporting retention.

General Duties & Responsibilities

• Advanced Partner Support
• Serve as the main point of contact for complex partner inquires and issues.
• Provide detailed troubleshooting for issues or questions related to 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 both internal and external stakeholders throughout the process.

• Product Expertise
• Maintain deep knowledge of the platform/product to assist with advanced configuration, integrations, and workflows.
• Proactively stay updated on new features, updates, and best practices to guide partners effectively.

• Collaboration and Escalation
• Liaise with internal teams, including Technical Account Management, Product, Engineering, Relationship and Sales to drive issues to resolution, providing context, timing, and rationale for fixes.
• Communicate with partners to provide guidance and feedback for consistent knowledge sharing.

• Partner Focus
• Ensure a positive partner experience by providing timely and accurate responses.
• 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.
• Work with the partner to explain self-service options for ticket deflection.

• Process and Documentation
• Contribute to the development and maintenance of partner services documentation, FAQs, and training materials.
• Suggest improvements to workflows to optimize service delivery.

• Metrics and Reporting
• Track and meet performance metrics such as first response time, next reply time, periodic update time, resolution time, and customer satisfaction ratings.
• Leverage the ticket data to report on trends to identify areas of opportunity for product enhancements.

• Continuous Improvement
• Participate in training sessions to enhance technical skills and partner experience best practices. Actively contribute to team meetings, brainstorming sessions, and initiatives to improve the overall support experience.

What you'll bring

• Bachelor's degree in Business, Finance, Technology, or a 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 (e.g., Zendesk, Gainsight, Salesforce, HubSpot).
• Advanced analytical skills, with the ability to leverage data to drive strategy and decision-making.
• Partner-centric mindset with a passion for delivering extraordinary service and results.

About the team

Our Partner Experience teams are the face and voice of Global Payments and bring our value Think Like a Customer to life every day. These Globalpayers hold us accountable for putting our best foot forward in every interaction with our partners.

To learn more about our winning teams, check out our world-class teams that own it every day.

What makes a Globalpayer?

What makes a Globalpayer? It's simple: Think, Act, Win. We stay curious, always asking the right questions and finding creative solutions to simplify the complex. We're dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we're determined, always staying open and winning and failing as one.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact [e-mail].