Partner Success Manager (Contract)

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7.5 million customers access over $42 billion in consumer credit. With a relentless focus on improving our customers' financial well-being, we build products that put more money in their pocket and support their journey toward a better financial future. We’re backed by some of the most prominent technology investors and were most recently valued at $7.3B.

We’re consistently recognized for our collaborative and inclusive culture. Most recently, we were named one of the World’s Top Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, America’s Greatest Workplaces by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by Phoenix Business Journal.

We’re looking for new team members who get excited about designing and delivering new and better products. Come join us and help build a better financial future for millions of people.

About This Role

As a Partner Success Manager - you are key in driving and owning the partner integration pipeline throughout onboarding, implementation and growth stages. You will work closely with members of the partner integration team to gather and prioritize requirements needed for development. Additionally, you will work closely with our partner’s technical teams to move them through the pipeline and enable Flex Pay on their sales channels. You will partner with the Account team to ensure our partners and Flex Pay are aligned for successful partnership

The successful candidate has an excellent understanding of integrations and implementation processes. They will have strengths in project management skills with a quick aptitude for learning new and evolving technologies. The candidate will support complex integration projects that require multiple touch points and cross-functional coordination with internal teams and partners. The ideal candidate possesses strong communication skills with experience managing multiple external relationships.

What You’ll Do

• Lead the integration process for a portfolio of partners across Travel industries. Responsibilities include, but are not limited to:
  • Partnering with Account Managers in being the integration expert for merchant partners
  • Initial discovery for integration compatibility
  • Preparing kick-off meetings and materials for partners
  • Gathering requirements for internal Engineering and cross-functional teams
  • Creating workflow tickets to track ongoing integrations, partner discoveries and troubleshooting with partners as needed
• Work collaboratively with Integration team members and across the organization to improve processes and mitigate integration risks
• Own ongoing integration expansion and investigation for partners within your portfolio, which includes ongoing monitoring and validation to ensure the integration continues to work as expected
• Serve as escalation point for issues that impact the partner’s success (whether issues reported by the Account Management team or the partners directly)
• Support the management of Salesforce pipeline for the Partner Success team
• Use project management tools to track and communicate project status throughout the company
• Assist in large scale company projects and own ad-hoc integration projects as needed (i.e. dev portal revamp, product documentation and knowledge transfer)

What We Look For

• 3-5 years’ relevant experience in travel, travel technology or fintech industries
• 2-3 years' of experience in a client-facing implementation or integration role, preferably within a SaaS company or similar
• Partnered with external stakeholders in a project management, account management, or customer support capacity, fostering strong relationships
• Demonstrated project management skills leading complex projects that require cross-functional collaboration
• Demonstrated business acumen decision-making skills; ability to identify, prioritize, and articulate highest impact initiatives
• Strong communication skills with the ability to facilitate meetings, present to all levels of the organization, deal with ambiguity and adapt to a fast-paced deadline-driven environment
• Methodical problem solving skills with a desire to continuously learn and improve the current structure
• Superior organizational and computer skills (Word, Excel, Powerpoint, G Suite, Atlassian)
• Ability to work independently with a keen attention to detail
• Aptitude for making organizational improvements to craft and implement new cutting-edge initiatives and processes

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Upgrade does not accept unsolicited resumes from staffing agencies, search firms, or any third parties. Any resume submitted to any employee of Upgrade without a prior written agreement in place will be considered the property of Upgrade, and Upgrade will not be obligated to pay any referral or placement fee. Agencies must obtain advance written approval from Upgrade's Talent Acquisition department to submit resumes and only in conjunction with a valid, fully executed agreement. English is required for all positions, as it involves interacting with staff at Upgrade's offices worldwide.