Partner Relationship Manager

Summary

Constellation Payment Processing is a modern Payment Facilitator that helps SaaS businesses grow revenue through seamless embedded payments. The Partner Relationship Manager will manage partner relationships, resolve complex issues across internal teams and third-party providers, support onboarding and integrations, and improve partner satisfaction, retention, and operational processes.

Responsibilities

• 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

Skills

• 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
• 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

Qualifications

Must Haves

• 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

Nice to Haves

• 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

Benefits

• 100% remote-first model
• Flexibility to work from home or a location of their choice within country of the job listing