CX Partnership Manager

About Remote

Remote is solving global remote organizations’ biggest challenge: employing anyone anywhere compliantly. We make it possible for businesses big and small to employ a global team by handling global payroll, benefits, taxes, and compliance. Check out remote.com/how-it-works to learn more or if you’re interested in adding to the mission, scroll down to apply now.

Not only do we encourage folks from all ethnic groups, genders, sexuality, age, abilities, disability status and any other under-represented group to apply, but we prioritize a sense of belonging. We have 4 ERGs (Women, Disability, Queer, Minorities in Tech) who meet regularly with the People team. During your interviews and beyond, we ask & encourage anybody who needs an accommodation to request one from their recruiter.

At Remote, we embrace AI as a valuable tool while prioritizing human creativity and authenticity. We look forward to meeting candidates who balance innovation with genuine expertise and experience. To learn more about Remote's AI guidelines check see here. 

All of our positions are fully remote. You do not have to relocate to join us!

What this job can offer you

• The Partner Success Manager is a strategic individual responsible for overseeing and enhancing key partnerships through process design, escalation management, and cross-functional collaboration.
• This role focuses on high-level improvements, process engineering and optimization across onboarding, offboarding, and lifecycle processes, partnering with operations to develop efficient workflows while Customer Care and other operational teams manage day to day support.
• Additionally, this role will be in charge of managing the designing and implementing the evolving Partnership framework.

What you bring

• 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
• Experience working remotely (not required but recommended)

Key Responsibilities 

• Strategic Partnership Operations Management & Advocacy
  • Acts as a high-level liaison for Partnerships, focusing on operations, alignment, advocacy, and collaboration to efficiently manage escalations or high-priority issues.
  • Develops 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.
  • Partners with Strategic Partnership Managers to deliver relevant Steerco updates.
• Process Definition & Optimization
  • Define, implement and improve processes that scale and enable a seamless end-to-end customer experience in partnership with the operational teams.
  • Leads the creation of SOPs and best practices that streamline workflows and enhance support outcomes for each partner eco-system.
• Escalation Management & Issue Resolution
  • Oversees escalations from Customer Care and other verticals, ensuring only cases meeting specific criteria are referred for strategic intervention.
• Cross-Functional Collaboration
  • Works closely with Customer Care, CX Operations, and other internal teams to establish smooth handovers and effective escalation workflows.
  • Partners with relevant verticals to address issues arising in the customer lifecycle, fostering a cohesive experience for all stakeholders.
  • Collects and processes partners’ feedback for our Product team, leading to product improvement and advocates for new partner related features.
• Insight Generation & Analysis
  • Reviews reports provided by Customer Care and operational teams, analyzing trends and escalation patterns.
  • Generates 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.