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Partner Success Manager
| Company | Roku |
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| Location | San Jose, CA, USA |
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| Salary | $88000 – $135000 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Senior, Expert or higher |
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Requirements
- 6+ years of relevant partner payout support, and/or program management of consumer-focused products experience with a demonstrated track record of successfully leading partner projects
- Hands-on experience working for a platform that manages payouts to partners, including familiarity with payout workflows, reconciliation, and issue resolution
- Direct involvement in migrating partners to new payment or payout systems, with a track record of successful transitions, troubleshooting, and minimization of downtime
- In-depth understanding of Roku Pay (or similar payment systems) and their technical intricacies, payout structures, and partner-facing impacts
- Demonstrated ability to build and maintain positive relationships with partners, providing excellent support around payments and addressing their concerns proactively
- Ability to succinctly communicate and lead project discussions across varying levels of the organization
- Strong technical ability with good understanding of payout related technologies and operation
- Bachelor’s degree qualification in Engineering, Business or related discipline preferred
Responsibilities
- Serve as an SME for partner payout issues/operations, responsible for ensuring Roku tools are being leveraged to their highest potential, scoping new features, training users, and socializing updates to the broader Partner Management team
- Collaborate with cross functional teams to migrate partners to the new payment system, ensuring a smooth partner experience and tracking any migration-related challenges
- Provide ongoing post-launch partner payout support, resolving issues promptly and maintaining satisfaction
- Identify, document, and resolve payment-related issues. Oversee payment system performance and provide feedback for continuous improvement
- Track partner payout metrics, analyze payment data, and generate data driven insights to improve processes and partner experience
- Manage partner tickets in Partner Success Zendesk queue and keep partner knowledge center up to date to optimize self-service and automation
Preferred Qualifications
- Bachelor’s degree qualification in Engineering, Business or related discipline preferred
