Cx Partnership Manager

Summary

Join Remote as a Partner Success Manager and play a strategic role in overseeing and enhancing key partnerships. You will focus on high-level improvements and process optimization across onboarding, offboarding, and lifecycle processes. This role involves managing the evolving Partnership framework, collaborating with various internal teams, and analyzing data to drive continuous improvement. The position is fully remote, offering flexibility and a competitive compensation package. Remote values a diverse and inclusive workplace and encourages applications from all backgrounds. The ideal candidate possesses extensive experience in strategic partnerships, process improvement, and escalation management.

Requirements

• Experience working in strategic partnerships
• Experience in defining, implementing and improving processes that scale
• Experience in escalation management and issue resolution
• Experience working very closely with Customer Care, CX Operations, and other internal teams
• Experience reviewing reports and analyzing trends and escalation patterns
• Experience in scoping and designing the training resources to address partners’ needs
• Writes and speaks fluent English

Responsibilities

• Act as a high-level liaison for Partnerships, focusing on operations, alignment, advocacy, and collaboration to efficiently manage escalations or high-priority issues
• Develop joint success frameworks with partners, outlining mutual objectives and ensuring long-term alignment and growth
• Hold regular operational meetings with partners in their portfolio to review KPI’s and needs for process for training improvements
• Partner with Strategic Partnership Managers to deliver relevant Steerco updates
• Define, implement and improve processes that scale and enable a seamless end-to-end customer experience in partnership with the operational teams
• Lead the creation of SOPs and best practices that streamline workflows and enhance support outcomes for each partner eco-system
• Oversee escalations from Customer Care and other verticals, ensuring only cases meeting specific criteria are referred for strategic intervention
• Work closely with Customer Care, CX Operations, and other internal teams to establish smooth handovers and effective escalation workflows
• Partner with relevant verticals to address issues arising in the customer lifecycle, fostering a cohesive experience for all stakeholders
• Collect and process partners’ feedback for our Product team, leading to product improvement and advocates for new partner related features
• Review reports provided by Customer Care and operational teams, analyzing trends and escalation patterns
• Generate insights and data-driven recommendations based on recurring issues or inefficiencies, sharing these insights with relevant teams to drive continuous process improvement and drives implementation of new process improvements
• Scoping and designing the training resources to address partners’ needs
• Proactively works directly with the Partners to provide them with the knowledge and enablement to improve partner handover consult rate to Remote

Preferred Qualifications

Experience working remotely (not required but recommended)

Benefits

• Work from anywhere
• Flexible paid time off
• Flexible working hours (we are async )
• 16 weeks paid parental leave
• Mental health support services
• Stock options
• Learning budget
• Home office budget & IT equipment
• Budget for local in-person social events or co-working spaces
• Base salary range for this full-time position is $45,500 to $102,400