[Hiring] Partner Relationship Manager @Jonas Software

Role Description

Constellation Payment Processing is a modern Payment Facilitator (PayFac) empowering SaaS businesses to grow revenue through seamless, embedded payments. We are seeking a proactive and customer-focused Partner Relationship Manager to join our team in the payments industry. This role is ideal for someone who thrives on assisting with complex problems, navigating internal and external challenges, and being the “go-to” person for partner success. The successful candidate will be accountable for identifying, investigating, and facilitating partner issues – including those involving third-party vendors – and ensuring a seamless experience across the Constellation Payments ecosystem.

• Build and maintain strong relationships with partners using our payment solutions.
• Serve as the primary point of contact for partner inquiries, concerns, feedback, and escalated issues – and ensure timely follow-up and resolution.
• Track and chase down unresolved issues across departments and external providers until closure.
• Develop and maintain a deep understanding of partner workflows to anticipate and prevent potential issues.
• Escalate system issues and advocate for partner needs within the organization.
• Support partner onboarding and ensure successful integration with payment platforms.
• Support implementation efforts for new partners and ensure a smooth transition into ongoing relationship management.
• Coordinate with other departments to proactively address risk and compliance issues.
• Ensure partners are informed about regulatory changes and product updates.
• Track partner interactions and maintain accurate records in CRM systems.
• Prepare reports on partner engagement, support metrics, and satisfaction levels, and develop strategies to improve partner satisfaction and retention.
• Own partner churn management, including identifying churn risks, coordinating retention strategies, and reporting on churn drivers.
• Be a champion for integrating AI into the PRM team and procedures.

Qualifications

• Bachelor’s degree in Business, Finance, Communications, or related field.
• Proven experience in partner relationship management within the payments or fintech industry.
• Strong understanding of payment platforms, transaction processing, and compliance requirements.
• Proven experience in navigating cross-functional teams and third-party relationships to resolve customer or partner issues.
• Demonstrated accountability in managing and resolving complex partner challenges.
• Excellent communication and problem-solving skills.
• Proficiency in CRM software and Microsoft Office Suite. Specifically strong Excel skills.
• Ability to manage multiple partner accounts and prioritize effectively.
• High level of professionalism and partner-centric attitude.
• Some travel could be required for company offsites and client/partner visits (~20%); valid passport required.

Preferred Qualifications

• Experience with payment gateways, merchant services, or digital wallets.
• Knowledge of PCI DSS, AML, and other regulatory standards.
• Relevant certifications (e.g., CRM, CXM, Fintech, Salesforce).
• Experience working with third-party vendors or service providers in payments or SaaS environment.
• Familiarity with issue tracking systems or escalation workflows.

Benefits

• Work Location & Flexibility: 100% remote-first model, empowering employees to work from home or a location of their choice within the country of the job listing.
• Target Compensation: The On-Target Earnings (OTE) for this role is projected to be between $75k and $105k per year.
• Compensation Structure: Inclusive of base salary and variable compensation, such as a company-wide bonus or sales commission.
• Health & Wellness: Comprehensive medical, dental, vision, and life insurance plans.
• Retirement Plan: 401(k) plan with a company match that's 100% yours from day one.
• Paid Time Off (PTO): 15 paid vacation days, 5 paid sick days, and 1 paid personal day annually.
• Company Ownership: Participation in our Employee Share Program (Ticker: TSE:CSU).

Equal Opportunity & Legal Disclosures

Constellation Payments is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We comply with the San Francisco Fair Chance Ordinance and will consider qualified applicants with criminal histories in a manner consistent with the requirements of this ordinance. This position does not offer visa sponsorship. All applicants must have pre-existing legal authorization to work in the United States.

Our Culture

“I’m willing to let you scratch or dent the car, but I won’t put you in a position where there is significant risk of you totaling it.” - Ray Dalio

If this resonates with you, then you might have the grit we need for this role.