Strategic Partner Experience Leader

Global Payments; Cincinnati (OH); On-site; USD 110,000 - 160,000; Full time

Job summary

Global Payments is seeking a Partner Experience Manager to ensure partners get the most value from our platform. You will serve as their primary contact, build long‑term relationships, improve satisfaction, and support retention.

Collaborating with Technical Account Management, Product, Engineering, Relationship and Sales, you will drive issues to resolution, share insights, and help partners navigate self-service options.

Qualifications

• Bachelor’s degree in Business, Finance, Technology, or related field.
• 5+ years in Partner Success, Customer Success, Account Management, or related roles in a B2B SaaS/FinTech environment.
• Strong understanding of SaaS platforms and payment systems.
• Experience with CRM and partner success tools such as Zendesk, Gainsight, Salesforce, HubSpot.

Responsibilities

• Serve as the main 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.
• Collaborate with internal teams to drive resolution and share knowledge with partners.
• Document interactions and outcomes in the ticketing system and identify improvement opportunities.

Skills

Communication skills

Relationship-building

Problem-solving

CRM tools

Analytical skills

SaaS/FinTech knowledge

Education

Bachelor's degree

Tools

Zendesk

Gainsight

Salesforce

HubSpot

Job description

Global Payments is seeking a Partner Experience Manager to ensure partners get the most value from our platform. You will serve as their primary contact, build long‑term relationships, improve satisfaction, and support retention.

Collaborating with Technical Account Management, Product, Engineering, Relationship and Sales, you will drive issues to resolution, share insights, and help partners navigate self-service options.