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GENERAL FUNCTION:
The Partner Success Manager is responsible for managing and growing client relationships at DTS Connex, serving as the primary point of contact for day-to-day operations, client needs, and ongoing success. This role owns client retention, product adoption, onboarding milestones, and account expansion, proactively driving engagement, achieving established adoption targets, and identifying opportunities to strengthen partnerships and grow the use of DTS Connex solutions.
As a subject matter expert in client operations and DTS Connex products, this individual drives issue resolution, coordinates client requests and cross-functional initiatives, and advocates for client needs to improve service delivery and product outcomes. The role also supports executive communications, operational risk management, and continuous process improvement while maintaining adherence to established policies and procedures.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Partner Relationship Management and Growth
Serve as the primary day-to-day contact for assigned clients, building trusted relationships and proactively addressing operational needs, concerns, and business objectives.
Own client retention and relationship health by monitoring engagement, identifying risks to client satisfaction, and developing proactive plans to address concerns.
Identify and pursue opportunities for account expansion, increased product adoption, and deeper client partnerships in alignment with client needs and DTS Connex offerings.
Communicate client needs, business objectives, and relationship risks to internal stakeholders, including leadership when appropriate.
Client Onboarding and Implementation
Own and monitor client onboarding milestones, coordinating internal teams and external partners to maintain progress and address dependencies, risks, and delays.
Proactively communicate onboarding status, outstanding requirements, and exceptions to clients and relevant stakeholders.
Facilitate the transition from implementation to ongoing partner success, ensuring clients are equipped to use DTS Connex products and services effectively.
Product Adoption and Continuous Improvement
Own client product adoption objectives and established adoption targets, monitoring progress and developing action plans to address gaps.
Lead the communication and adoption of product enhancements and functionality, helping clients incorporate changes into their operational workflows.
Gather and communicate client feedback to inform product enhancements, service improvements, and operational priorities.
Identify opportunities to improve client workflows, product utilization, and the overall partner experience.
Issue Resolution and Cross-Functional Collaboration
Drive timely resolution of client-reported issues by coordinating with internal teams and external partners, tracking progress, communicating status, and maintaining accountability through resolution.
Manage client change requests and exceptions, coordinating review and resolution in accordance with established product capabilities, policies, and procedures.
Build effective working relationships across internal teams and external vendors to resolve operational challenges and support client objectives.
Identify recurring issues and process gaps, escalating risks and advocating for sustainable solutions.
Industry and Product Expertise
Maintain current knowledge of DTS Connex products, cash-management operations, and relevant industry developments.
Monitor industry trends, publications, and emerging solutions to identify opportunities to improve client outcomes and inform internal business discussions.
SUPERVISORY RESPONSIBILITIES: None
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
Bachelor's degree in Business, Finance, or a related field, or an equivalent…