Job Details:Job Description
Partner Relationship ManagerAbout The RoleWe are seeking a proactive and customer-focused Partner Relationship Manager to join our team in the payments industry. This role is ideal for someone who thrives on assisting with complex problems, navigating internal and external challenges, and being the "go-to" person for partner success. The successful candidate will be accountable for identifying, investigating, and facilitating partner issues - including those involving third-party vendors - and ensuring a seamless experience across the Constellation Payments ecosystem.
What You'll Do- Build and maintain strong relationships with partners using our payment solutions.
- Serve as the primary point of contact for partner inquiries, concerns, feedback, and escalated issues - and ensure timely follow-up and resolution.
- Track and chase down unresolved issues across departments and external providers until closure.
- Develop and maintain a deep understanding of partner workflows to anticipate and prevent potential issues.
- Escalate system issues and advocate for partner needs within the organization.
- Support partner onboarding and ensure successful integration with payment platforms.
- Support implementation efforts for new partners and ensure a smooth transition into ongoing relationship management.
- Coordinate with other departments to proactively address risk and compliance issues.
- Ensure partners are informed about regulatory changes and product updates.
- Track partner interactions and maintain accurate records in CRM systems.
- Prepare reports on partner engagement, support metrics, and satisfaction levels, and develop strategies to improve partner satisfaction and retention
- Own partner churn management, including identifying churn risks, coordinating retention strategies, and reporting on churn drivers.
- Be a champion for integrating AI into the PRM team and procedures.
Basic Qualifications- Bachelor's degree in Business, Finance, Communications, or related field.
- Proven experience in partner relationship management within the payments or fintech industry.
- Strong understanding of payment platforms, transaction processing, and compliance requirements.
- Proven experience in navigating cross-functional teams and third-party relationships to resolve customer or partner issues
- Demonstrated accountability in managing and resolving complex partner challenges
- Excellent communication and problem-solving skills.
- Proficiency in CRM software and Microsoft Office Suite. Specifically strong excel skills.
- Ability to manage multiple partner accounts and prioritize effectively.
- High level of professionalism and partner-centric attitude.
- Some travel could be required for company offsites and client/partner visits (~20%); valid passport required.
Preferred Qualifications- Experience with payment gateways, merchant services, or digital wallets.
- Knowledge of PCI DSS, AML, and other regulatory standards.
- Relevant certifications (e.g., CRM, CXM, Fintech, Salesforce).
- Experience working with third-party vendors or service providers in payments or SaaS environment
- Familiarity with issue tracking systems or escalation workflows
Compensation, Benefits, and Work EnvironmentWork Location & FlexibilityConstellation Payments operates on a 100% remote-first model. We empower our employees with flexibility to work from home or a location of their choice within country of the job listing.
Salary & Performance Incentives 💰
- Target Compensation: The On-Target Earnings (OTE) for this role is projected to be between $75k and $105k per year.
- Compensation Structure: This range is inclusive of the base salary and variable compensation, such as a company-wide bonus or sales commission. The final compensation package will be commensurate with the candidate's experience, capabilities, and location.
Employee BenefitsWe are proud to offer a robust benefits package designed to support your well-being and financial future:
- Health & Wellness ⚕: Comprehensive medical, dental, vision, and life insurance plans to keep you and your family healthy.
- Retirement Plan: Secure your future with our 401(k) plan, featuring a company match that's 100% yours from day one.
- Paid Time Off (PTO) 🌴: Employees receive 15 paid vacation days, 5 paid sick days, and 1 paid personal day annually.
- Company Ownership: Employees are invited to participate in our Employee Share Program (Ticker: TSE:CSU).
Business UnitConstellation Payment Processing - Canada
Scheduled Hours:37.5
Number of Openings Available:1
Worker Type:Regular
