Position Overview

The Partner Experience Manager is responsible for driving partner engagement, operational excellence, and long term partner success across Diligent Partner Ecosystem working with the Diligent partner team and internal cross functional stakeholders.

This role combines strong relationship management skills with a data-driven approach to partner operations. The Partner Experience Manager leverages partner health metrics, engagement analytics, business insights, and operational reporting to identify opportunities for improvement, address partner challenges, and drive measurable enhancements in partner satisfaction and program effectiveness.

Working closely with partners and internal stakeholders, this individual serves as a trusted advisor and operational liaison, ensuring partners receive a best in class experience while supporting program adoption, partner growth, and overall ecosystem success.

Key Responsibilities

• Develop a deep understanding of partner programs, processes, and solutions and act as a subject matter expert for partners.
• Monitor partner health metrics, engagement trends, program participation, and risk indicators to proactively identify partners requiring support or intervention.
• Maintain accurate partner records, profiles, and engagement data within Salesforce (SFDC) and related systems.
• Manage partner databases and ensure data integrity, accuracy, and completeness across platforms.
• Track, reconcile, and support partner royalty payment processes in collaboration with Finance and Operations teams.
• Identify gaps in partner engagement, adoption, performance, and overall partner experience, and develop action plans to address them.
• Conduct partner health checks, business reviews, and engagement sessions to strengthen partner relationships and drive program success.
• Manage partner lead tracking, reporting, and operational processes.
• Serve as the primary liaison between partners and internal teams, ensuring timely resolution of issues and effective communication.
• Track and report on partner performance metrics, engagement trends, and operational KPIs.
• Coordinate and support global partner summits, events, webinars, and partner engagement activities.
• Manage multiple partner relationships and initiatives simultaneously.

Required Experience & Skills

• 5-7 years of experience in Partner Management, Partner Operations, Customer Success, Account Management, Channel Programs, or related roles (i.e Marketing, Customer Experience)
• Experience working with Salesforce (SFDC) and CRM reporting tools.
• Experience managing data quality, reporting, and partner databases.
• Strong analytical and stakeholder management skills.
• Strong project management and organizational skills.
• Excellent written and verbal communication skills.

What Diligent Offers You

• Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
• We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
• We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
• Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.

Headquartered in New York, Diligent has offices in Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney. To foster strong collaboration and connection, this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations, you will be expected to work onsite at least 50% of the time. We believe that in-person engagement helps drive innovation, teamwork, and a strong sense of community.

To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.