Partner Experience Manager

Global Payments; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

Global Payments is seeking a Partner Experience Manager to lead complex partner support and drive the end-to-end partner journey. You will collaborate across Product, Engineering, Relationship and Sales to resolve issues and optimize the partner experience.

This role requires 5+ years in partner or customer success within a B2B SaaS/FinTech context, along with strong communication and CRM skills. Join a Fortune 500 company committed to customer excellence.

Qualifications

• 5+ years in Partner Success or Customer Success in B2B SaaS/FinTech.
• Strong understanding of SaaS platforms and payments tech.
• Excellent communication and relationship-building skills.
• Experience with CRM and partner success tools.

Responsibilities

• Serve as the main point of contact for complex partner inquiries and issues.
• Maintain deep knowledge of the platform to assist with advanced configuration and workflows.
• Liaise with internal teams to drive issues to resolution and provide feedback.
• Ensure a positive partner experience with timely, accurate responses.
• Document partner interactions and resolutions to maintain service histories.
• Track performance metrics and report trends to identify opportunities.

Skills

Partner Success

Customer Success

Account Management

SaaS

Financial Technology

CRM Analytics

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

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.

Does this sound like you?

Then you sound like a Globalpayer.

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].

At Global Payments (NYSE : GPN), we empower simple, fast, secure payments for everyone. And to do that, we’ve built a complete, worldwide commerce ecosystem that delivers software and services at scale to millions of companies around the world—from ambitious startups to global enterprises. Our team of 27,000 experts is dedicated to your success.

Headquartered in Atlanta, Georgia, we’re a Fortune 500 company and a member of the S&P 500 with worldwide reach spanning North America, Europe, Asia Pacific and Latin America. Wherever you are—or wherever you want to be we’re there, ready to support you.

For more information, visit company.globalpayments.com and follow Global Payments on X, LinkedIn and Facebook.