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.

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.
• Partners’ education and training
  • Scoping and designing the training resources to address partners’ needs
  • Proactively works directly with the Partners to provide them with the knowledge and enablement to improve partner handover consult rate to Remote.

Practicals

• You'll report to: Director, Customer Success
• Team: Costumer Experience - Costumer Success Management
• Location: LATAM
• Start date: As soon as possible

Remote Compensation Philosophy

Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries.

At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce.  We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally.

The base salary range for this full-time position is $45,500 to $102,400. Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change.

At Remote, we foster internal mobility as a key element of our culture of employee growth and development, supported by a compensation philosophy that guarantees pay equity and fairness. Therefore, all compensation changes associated with an internal move will be reviewed by the Total Rewards & People Enablement team on a case by case basis.

Application process

1. Interview with recruiter
2. Interview with future manager
3. Interview with team members (no managers present)
4. Bar Raiser Interview
5. Prior employment verification check 

Benefits

Our full benefits & perks are explained in our handbook at remote.com/r/benefits. As a global company, each country works differently, but some benefits/perks are for all Remoters:

• work from anywhere
• flexible paid time off
• flexible working hours (we are async)
• 16 weeks paid parental leave
• mental health support services
• stock options
• learning budget
• home office budget & IT equipment
• budget for local in-person social events or co-working spaces

How you’ll plan your day (and life)

We work async at Remote which means you can plan your schedule around your life (and not around meetings). Read more at remote.com/async.

You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your life-work balance is important and you will be encouraged to put yourself and your family first, and fit work around your needs.

If that sounds like something you want, apply now!

How to apply

1. Please fill out the form below and upload your CV with a PDF format.
2. We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote.
3. If you don’t have an up to date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead.

We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below. As an equal employment opportunity employer it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences and this data will help us to stay accountable. We thank you for providing this data, if you chose to.

Please note we accept applications on an ongoing basis. 

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