Leading and driving strategic initiatives, as defined by the customer.
Provide Support for Program Level Initiatives meeting business and partner KPIs and operational performance, delivering monthly dashboards and executive insights to drive accountability and improvement
Translate customer/partner feedback into actionable product, engineering, and process improvements including GBT Product Roadmap enablement including NDC
Proactively identify errors, customer friction, and performance gaps, leading root-cause analysis to reduce failure rates and improve success metrics
Act as a dedicated technical and operational partner contact, ensuring smooth onboarding, integration, and long-term partner success
Partner with Commercial to support revenue growth, renewals, upsell opportunities, and pre-sales technical enablement
Drive incident prevention and resolution, improving response times, minimizing impact, and strengthening trust
Analyze performance trends to optimize conversion, reduce operational cost, and improve customer experience
Support strategic partner business reviews, presenting data-driven recommendations and measurable impact
Build scalable support processes, documentation, and operational playbooks to improve efficiency and consistency
Collaborate cross-functionally to prioritize initiatives that increase revenue, retention, and platform reliability

Requirements

Experience in technical and project delivery, partner success, customer success, solutions engineering, or platform operations
Strong ability to analyze KPIs, build dashboards, and extract actionable insights (Excel, SQL, Power BI, Tableau, Looker, etc.)
Comfort working in hybrid technical and commercial roles — part customer, part sales, part engineering
Ability to diagnose system and integration issues (APIs, workflows, data pipelines)
Proven experience driving outcome-based improvements, not just managing tasks
Strong stakeholder communication, executive presence, and escalation management
Experience in payments, fintech, SaaS, marketplaces, or travel management platforms is highly desirable
Ability to operate in fast-moving, partner-driven environments with ownership and accountability in a complex cross-functional, global business environment
Ability to work in a fast-paced matrix environment including managing across multiple geographies, functions & time zones
Business English mandatory - multi-lingual capability advantageous
Experience implementing complex technical platforms
High degree of problem solving and decision-making and ability to adapt to changing priorities
Previous experiences in software implementation would be an asset
Experience collaborating across multiple functional groups and with operational SME’s

Benefits

Health and welfare insurance plans
Retirement programs
Parental leave
Adoption assistance
Wellbeing resources
Travel perks including deals on flights, hotels, cruises, and car rentals
Access to over 20,000 courses on learning platform

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SQLExcelPower BITableauLookerAPIsworkflowsdata pipelinessoftware implementationtechnical delivery

Soft Skills

stakeholder communicationexecutive presenceescalation managementproblem solvingdecision-makingadaptabilityownershipaccountabilitycollaborationcustomer success