Relationship Manager, Partner Experience

 Title
Relationship Manager, Partner Experience Partner Experience – Indirect   Reports to
VP, Partner Experience

 

About Payroc

Payroc is a global payments technology company helping businesses get paid, grow faster, and operate smarter. From powerful POS systems to seamless online and mobile payment solutions, we equip merchants with the tools they need to succeed in today’s fast-moving commerce landscape.

At Payroc, our culture is built around people who lead with grit, take ownership, and are not afraid to be a boss when it comes to driving results. We believe the best solutions start when we listen first to our customers, our partners, and each other so we can deliver payment experiences that truly make a difference for the businesses we serve.

We are a team that moves quickly, thinks entrepreneurially, and celebrates big wins together. If you are energized by building relationships, solving real business problems, and creating opportunities for yourself and your clients, Payroc is the kind of place where you can make an impact and grow your career.

Position Overview

The Relationship Manager is responsible for managing escalated issues and strategic projects for high-priority partners. This role focuses on strengthening relationships, resolving escalated concerns, and ensuring customer satisfaction and retention. The Relationship Manager will serve as a trusted advisor, collaborating with internal teams and partners to address issues, identify opportunities, and enhance overall performance within the credit card industry.

Duties and Responsibilities

• Partner Relationship Management
  • Serve as a primary escalation point for 1099 Agents, ISOs, and Agent Banks, ensuring timely and effective resolution of complex issues
  • Actively monitor partner accounts to identify potential issues or concerns.
  • Conduct regular meetings with partners to review performance, address concerns, and identify opportunities for growth with PM/PDE.
  • Provide ongoing support, including product knowledge, training, and resources.

• Issue Resolution
  • Manage escalated customer issues with urgency and professionalism, ensuring timely resolution and high levels of customer satisfaction.
  • Collaborate cross-functionally with departments such as Customer Service, Operations, and Finance to resolve partner issues effectively.
  • Escalate complex problems when necessary while maintaining ownership of resolution.

• Operational and Strategic Initiatives
  • Identify process improvement opportunities and work cross-functionally to implement enhancements.
  • Stay informed on industry trends, competitor offerings, and regulatory changes to incorporate best practices into relationship strategies.
  • Support initiatives aimed at improving customer retention and overall partner experience.

• Reporting & Analysis
  • Track and report on key metrics related to partner engagement, issue resolution, and overall satisfaction.
  • Provide insights and recommendations to management to improve relationship management processes.

Qualifications

• Bachelor’s degree in Business Administration, Finance, or a related field required; Master’s degree preferred
•  Proven experience in relationship management, preferably within the credit card or financial services industry
• Demonstrated success in handling escalated issues and delivering high-quality client support
• Excellent verbal and written communication skills, with the ability to build rapport and trust with partners
• Strong analytical and problem-solving skills, with a proactive approach to issue resolution
• Ability to collaborate effectively across cross-functional teams and maintain strong partner relationships
• Strong time management skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment
• Proficiency in Microsoft Office Suite and CRM platforms
• Familiarity with credit card industry regulations and compliance standards is a plus

Working Conditions

• Extensive desk-based work involving prolonged periods using a computer and sitting for extended periods.
• Frequent interaction with team members, leaders, subject matter experts, internal stakeholders, and cross-functional partners to support learning intake, coordination, and project execution.
• Work requires balancing multiple priorities, deadlines, and stakeholder needs across enterprise functions.

Equality

At Payroc we are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individuals’ qualifications without regard to race, color, religion, national social or ethnic origin, sex, age, physical, mental, or sensory disability, sexual orientation or any other status protected by the laws regulation in the location we operate. Payroc does not tolerate discrimination or harassment based on any of these characteristics.

Payroc is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources Department at HR@payroc.com

Compensation and Benefits

Our compensation reflects the cost of labor across several U.S. geographic markets. Actual compensation may vary based on a number of factors, including location, job-related knowledge, skills, and experience. Depending on the position offered, additional forms of compensation – such as bonuses, incentives, or equity – may also be included as part of the total compensation package. We offer a comprehensive range of benefits to support your overall well-being, both personally and professionally. These may include medical coverage, financial benefits, and wellness support tailored to your needs.

Candidate Privacy Notice

We are committed to protecting the privacy and security of personal information provided to us during the recruitment and hiring process. Our Candidate Privacy Notice explains how we collect, use, store, and protect your personal data when you apply for a role with us. This notice applies to all job applicants and candidates, including those located in the European Economic Area (EEA), the United Kingdom, Canada, and other applicable jurisdictions. You can find our Candidate Privacy Notice on our Careers Page under FAQs.

Note to Agencies

Payroc does not accept resume submissions from agencies outside of existing agreements. Please do not send unsolicited resumes to Payroc HR or to Payroc employees. Payroc is not responsible for any fees associated with unsolicited resume submissions.