A One Xerox ยท 7 hours ago
Partner Experience Leader
USA
Full-time
Remote
Senior Level
$120K/yr - $125K/yr
5+ years exp
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Responsibilities
Act as the primary administrator for PartnerScore in NA, managing the onboarding and offboarding of partners and key users, and maintaining a clean, organized database.
Manage user permissions within the survey tool, ensuring appropriate access for the PX team and stakeholders who may need view-only or administrative access.
Train members on features and provide ongoing support to resolve issues or answer questions.
Deploy surveys within the tool based on objectives defined by the (PX) team. This includes designing question types (e.g., multiple choice, Likert scale, open-ended).
Oversee the collection, analysis, and interpretation of global partner data from multiple sources (PartnerScore, interviews, direct partner engagement), identifying key trends and opportunities to optimize the partner journey.
For any negative feedback or recurring issues, conduct in-depth root cause analyses to uncover underlying problems impacting the partner experience.
Collaborating with cross-functional teams (sales, marketing, operations, customer support) to communicate findings and improvement opportunities.
Serve as a trusted advisor to senior leaders, gaining buy-in and commitment for PX-related initiatives, emphasizing the value and importance of partner experience in achieving business goals.
Design visual journey maps that outline the entire lifecycle of a partner, from onboarding to ongoing engagement and support, showing key touchpoints, make-or-break moments, processes, and interactions.
Establish success criteria for each stage of the partner journey, including measurable KPIs such as engagement levels, satisfaction scores, and revenue contribution.
Engage with sales, marketing, support, and product teams to ensure the partner journey is aligned with internal processes and the overall partner journey.
Record insights and opportunities identified through journey mapping exercises to drive continuous improvements and enhance the partner experience.
Build strong, trust-based relationships with channel partners by demonstrating active listening, empathy, and a sense of ownership in resolving their challenges.
Foster a broad network across key business functions, using these connections to accelerate cross-departmental collaboration and PX improvements.
Develop and pilot PX initiatives, testing hypotheses on partner behavior, preferences, and pain points to shape effective solutions.
Lead and support change efforts, influencing and holding senior leaders accountable for adopting partner-centric strategies and achieving PX goals.
Independently drive projects forward with minimal oversight, taking decisive action to implement PX improvements.
Collaborate with relevant teams to develop and execute action plans addressing the feedback, ensuring partners see tangible changes based on their input.
Close the feedback loop by informing partners about actions taken based on their feedback, demonstrating responsiveness and commitment to enhancing their experience.
Use feedback data as a foundation for continuous iteration and improvement, regularly refining both the journey map and the feedback loop based on partner and internal stakeholder input.
Qualification
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Required
5+ years of experience in partner-facing roles, preferably with a focus on channel partner operations, partner experience, or customer success.
Proven ability to build and manage high-trust relationships with channel partners, understanding their unique challenges and goals.
Strong analytical and strategic thinking skills, with experience in data interpretation, reporting, and deriving actionable insights.
Excellent communication and presentation skills, with a track record of influencing senior leaders and driving organizational change.
Exceptional relationship management abilities, able to quickly establish credibility with both internal and external stakeholders.
Proficiency in project management, with a demonstrated ability to prioritize tasks, lead initiatives, and work independently to achieve outcomes.
A proactive, solution-oriented mindset, with a sense of ownership and accountability for delivering meaningful PX improvements.
Strong interpersonal skills, with a natural ability to listen, empathize, and build trust-based relationships.
Ability to thrive in a fast-paced, matrixed organization and effectively navigate complex organizational dynamics.
Company
A One Xerox
Providing lamination services and xerox services.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase
