Partner Experience Manager

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 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 issuesor 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 toassistwith advanced configuration, integrations, and workflows. - Proactively stay updated on new features, updates, and best practices to guidepartnerseffectively. - Collaboration and Escalation - Liaise with internal teams, including Technical Account Management, Product, Engineering,Relationshipand Sales todriveissuesto resolution,providingcontext, timing, and rationalefor fixes. - Communicate with partners to provide guidance and feedback for consistent knowledge sharing. - PartnerFocus - Ensure a positive partner experience by providingtimelyandaccurateresponses. - Document partner interactions and resolutions in the ticketing system to maintain detailed service histories. - Identifytrends 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 tooptimizeservice delivery. - Metrics and Reporting - Track and meet performance metrics such asfirstresponse time,next reply time, periodic update time,resolution time, and customer satisfaction ratings. - Leverage the ticket data to reporton trends toidentifyareas of opportunity for productenhancements. - Continuous Improvement - Participate in training sessions to enhance technical skills andpartner experience bestpractices. Actively contribute to team meetings, brainstorming sessions, and initiatives to improve the overall support experience. What you 'll 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.