Partner Success Manager

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

Benefits offered by this job

Competitive wage

Benefits package

Paid holidays

401(k) contribution

Job summary

POS Professional Office Services, Inc. is seeking a Partner Success Manager to oversee ongoing success of strategic partnerships after implementation and go-live.

You will be the primary contact for assigned partners and coordinate with internal teams to meet contractual and SLA requirements. You will monitor partnership health, identify risks, and uncover growth opportunities, communicating status and actionable items to partners and leadership while ensuring a high level of service across the

Qualifications

• Bachelor's degree or 3–5 years of equivalent professional experience.
• 3–5 years in partnership management or client success.
• Experience as primary contact for strategic partners or enterprise customers.
• Strong relationship-building and stakeholder-management skills.
• Excellent written and verbal communication.
• Strong organizational and project-management abilities.
• Ability to manage multiple partnerships and escalations.

Responsibilities

• Serve as the primary post-go-live point of contact for assigned strategic partnerships.
• Transition from implementation to ongoing support with full documentation and transfer.
• Develop and maintain a partnership support plan with SLAs and responsibilities.
• Build trusted relationships through proactive communication and follow-up.
• Coordinate partner requests across internal teams.
• Maintain ownership of partner issues through resolution.
• Monitor support tickets, issues, and partnership health metrics.
• Identify risks and service gaps before escalations occur.
• Facilitate recurring partner meetings and document action items.
• Provide accurate status updates to partners, internal stakeholders, and leadership.
• Understand contractual commitments and customer-impacting requirements.
• Elevate urgent issues per the established process.
• Collab with Product/Development to relay feedback and needs.
• Participate in solution discussions, testing, and training when changes affect a partnership.
• Develop and maintain partnership procedures, docs, and templates.
• Identify retention risks and expansion opportunities; inform Sales/leadership.
• Advocate for the partner while balancing POS capabilities and priorities.

Skills

Relationship building

Customer service

Stakeholder management

Written communication

Verbal communication

Project management

Cross-functional collaboration

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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