Partner Relationship Manager

Job Description:

Partner Relationship Manager

About The Role

Constellation Payment Processing is a modern Payment Facilitator (PayFac) empowering SaaS business to grow revenue through seamless, embedded payments. As part of Constellation Software Inc. (CSI) - a global Canadian-based software leader - we combine the agility of a specialized payments company with the strength and stability of an established global powerhouse.

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.

What You’ll Do

• 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.

Basic 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

Work Location & Flexibility

Constellation Payments operates on a 100% remote-first model. We empower our employees with flexibility to work from home or a location of their choice within country of the job listing.

Compensation & Role Details

Expected Salary Range: The expected base salary range for this role is between $75,000 to $85,000 CAD, depending on experience and qualifications

Role Type: Backfill

AI Disclosure: AI may be used during the hiring process.

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.

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.

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More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.