Partner Success Manager

POS Professional Office Services, Inc.; Waterloo (IA); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with company match

Paid Holidays

Job summary

POS Professional Office Services, Inc. seeks a Partner Success Manager to maintain post-implementation partner relationships, ensuring satisfaction and renewal opportunities.

The role collaborates across departments to fulfill contractual SLAs, resolves escalations, and drives ongoing health metrics. Strong communication and cross-functional coordination are essential.

Qualifications

• Bachelor's degree or 3–5 years of equivalent professional experience in partnership management or client success.
• 3–5 years of experience managing partnerships, enterprise accounts, or complex client relationships.
• Strong written and verbal communication skills.
• Ability to coordinate across departments without direct authority.
• Proactive problem-solving and risk identification.

Responsibilities

• Serve as the primary post-go-live contact for assigned strategic partnerships.
• Coordinate and transfer ongoing support from implementation, documenting requirements and items.
• Develop a partnership support plan with SLAs and escalation paths.
• Maintain proactive communication and regular meetings with partner contacts.
• Monitor partnership health, performance metrics, and issue resolution.
• Elevate urgent issues per the defined process.
• Advocate for partner needs with Product and Leadership.

Skills

Relationship building

Client success

Account management

Project coordination

Education

Bachelor's degree in Business, Communications, Project Management, Marketing or related field

Job description

The Partner Success Manager is responsible for managing the ongoing success of strategic partnerships after implementation and go-live. This position serves as the primary point of contact for assigned partners and provides consistent oversight, communication and coordination throughout the life of the partnership.
The position works with cross-functional departments to ensure partner requests are addressed, contractual expectations and service-level agreements are understood, and issues are resolved in a timely manner.
This role builds strong partner relationships, monitors the overall health and performance of each partnership, identifies potential concerns before they become escalations and maintains clear ownership of follow-up and communication. They also identify opportunities to strengthen and grow existing partnerships and communicate those opportunities to the appropriate teams.
Responsibilities Will Include, But Are Not Limited To

• Serve as the primary post-go-live point of contact for assigned strategic partnerships.
• Participate in the transition from implementation to ongoing support to ensure partnership requirements, workflows, contacts, commitments and open items are fully documented and transferred.
• Develop and maintain a partnership support plan that defines internal ownership, escalation paths, communication expectations, service-level agreements and recurring responsibilities.
• Build strong, trusted relationships with partner contacts through proactive communication, regular meetings and consistent follow-up.
• Coordinate partner requests across multiple internal teams.
• Maintain ownership of partner issues and requests through resolution.
• Monitor support tickets, recurring issues, service performance, volumes, utilization and other indicators of partnership health.
• Identify potential concerns, risks, and service gaps before they become escalations.
• Facilitate recurring partner meetings, document action items, and ensure both internal and external commitments are completed.
• Communicate accurate and timely status updates to partners, internal stakeholders, and leadership.
• Understand each partnership's contractual commitments, service-level agreements, workflows, and customer-impacting requirements.
• Coordinate and elevate urgent or high-impact issues according to the established support and communication process.
• Partner with Product and Development to communicate partner feedback, recurring technical concerns and potential product needs.
• Participate in solution discussions, testing, training and documentation when changes affect an assigned partnership.
• Develop and maintain partnership procedures, support documentation, contact lists, templates and best practices.
• Identify retention risks, expansion opportunities and potential product or service needs and communicate them to Sales and leadership.
• Advocate for the partner internally while balancing partner needs with POS capabilities, priorities and operational requirements.

Desired Skills And Experience

• Bachelor's degree in Business, Communications, Project Management, Marketing or a related field, or three to five years of equivalent professional experience.
• Three to five years of experience in partnership management, client success, account management, project coordination, software support or a related role.
• Experience serving as the primary point of contact for strategic partners, enterprise customers or complex accounts.
• Strong relationship-building, customer service and stakeholder-management skills.
• Excellent written and verbal communication skills.
• Strong organizational, project-management and time-management abilities.
• Ability to manage multiple partnerships, priorities, requests and escalations simultaneously.
• Ability to coordinate work across departments without having direct authority over the individuals completing the work.
• Strong problem-solving skills and the ability to identify risks, dependencies and potential issues proactively.
• Ability to understand technical workflows, software applications and operational processes.
• Must be a collaborative team member who can communicate effectively with employees, partners and leaders at all levels of the organization.

For more than 50 years, POS Professional Office Services, Inc. has worked with thousands of medical practices and organizations around the country to improve communications collateral, marketing, mail service, billing and payments. Our solutions include Print, Payment Services, Digital Messaging, and Online Reputation Management. We service Business & Industry, Healthcare, Non-Profit, & Creative Sewing markets throughout the country. Special attention is given to helping practices & businesses create branded and customized communications to set them apart from the competition. To learn more about our dynamic, privately held corporation, visit www.poscorp.com. POS offers an excellent opportunity for personal and professional growth. This includes a competitive wage and benefits program, including medical, dental, vision, life, disability, 401(k) contribution, and Paid Holidays.
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