Partner Account Manager

As a Partner Account Manager you will manage and grow strategic relationships with our commercial solar Field Service Partners (FSPs), ensuring a consistently high-quality, best-in-class service delivery experience across Omnidian's Field Service Network.

You will serve as a key liaison between Omnidian and its Service Partners, working cross-functionally with peers, Field Service Coordinators, Client Success, Operations, Onboarding, Compliance, Procurement, and Finance teams to align partner performance with operational, customer, and business objectives.

This role reports to the Manager, Partner Account Management and plays a critical role in driving partner performance, operational excellence, scalability, and long-term partner engagement.

What You'll Do

At Omnidian we believe in trust and autonomy. How you create an impact is ultimately up to you. Here is an outline of some of the things you’ll be doing:

Partner Relationship Management (40%)

• Build, manage, and maintain strong, collaborative relationships with Field Service Partners (FSPs). Serve as the primary management contact for high-level communications, strategic escalations, and long-term operational alignment, while holding partners accountable to Omnidian contract terms.
• Model and maintain a camera-on-on for virtual partner meetings, including Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), and regular operational check-ins. Being visible shows Omnidian's commitment to transparency, engagement, and strong leadership, even when the Field Service Partner (FSP) hasn't turned their own video on.
• Execute up to 15% - 20% monthly travel to conduct face-to-face partner reviews, spearhead critical on-site escalations, and solidify local service network health.
• Act as a trusted partner advocate while maintaining unwavering alignment with Omnidian's operational excellence, quality, and compliance standards.
• Support Accounts Payable workflows by collaborating cross-functionally to unblock payment friction and optimize the FSP financial experience.
• Foster mutual network growth through proactive, transparent communication and explicit expectation-setting to eliminate operational ambiguity.

Performance Management & Operational Excellence (35%)

• Own and actively manage partner KPIs and SLAs, including volume capacity, turnaround time , and dispatch-to-completion performance.
• Produce and deliver structured performance reporting and actionable insights using tools such as Salesforce (CRM) and Sigma (Business Intelligence) .
• Partner closely with Field Service Coordinators to identify performance gaps, root causes, and corrective action plans.
• Track, analyze, and trend core operational metrics (dispatch-to-accept, accept-to-schedule, and job completion timelines) to proactively address risks and inefficiencies.
• Identify trends to inform strategic partner initiatives.
• Collaborate cross-functionally to drive operational efficiencies and partner satisfaction.

Training & Continuous Improvement (25%)

• Own and actively manage partner KPIs and SLAs, including volume capacity, turnaround time (TAT) , dispatch-to-completion performance, and service quality metrics.
• Produce, interpret, and deliver structured performance reporting and actionable insights using tools such as Salesforce (CRM) and Sigma (Business Intelligence) .
• Partner closely with peers and Field Service Coordinators to identify performance gaps, conduct root cause analysis, and drive corrective action or improvement plans.
• Track, analyze, and trend core operational metrics (dispatch-to-accept, accept-to-schedule, job completion timelines, reporting, and invoicing timeliness) to proactively identify risk, inefficiency, or scalability constraints.
• Recommend volume adjustments, corrective actions, or reassignment strategies based on data-driven performance evaluation.

Who You Are

• A strong relationship builder who communicates with clarity, empathy, confidence, and executive presence.
• Skilled at balancing partner advocacy with accountability to operational, performance, and compliance standards.
• Data-driven, with the ability to translate insights into clear recommendations, decisions, and action plans.
• Collaborative and effective in cross-functional environments, able to influence outcomes without direct authority.
• Highly organized, detail-oriented, and proactive in identifying risks, solving problems, and driving resolution.

Experience You’ll Need

• 2+ years of commercial solar operations experience.
• 3+ years of experience in Partner Account Management, Vendor Relations, or Field Operations.
• Demonstrated experience managing external partner or vendor relationships at scale.
• Strong analytical skills with the ability to interpret performance metrics and KPIs.
• Excellent communication, stakeholder management, and conflict resolution skills.
• Intermediate Salesforce skills (reports, dashboards, workflows).

Experience That’s a Plus

• Previous experience in field service operations environments.
• Exposure to partner network scaling or account segmentation strategies.
• Familiarity with contract terms and operational SLAs.

What Success Looks Like

• Partners clearly understand expectations, performance standards, and escalation paths.
• Measurable improvements in SLA adherence, turnaround time, and operational consistency.
• Reduced reactive escalations through proactive performance management.
• Strong internal trust and alignment with RFSMs and Operations leadership.
• A healthier, more scalable, and higher-performing Field Service Partner network.

Logistics

• We are unable to provide sponsorship for this role, now or in the future
• Most of our roles offer the opportunity to work remotely
• If you are in the Seattle area, we offer a vibrant office space in the historic and beautiful Smith Tower, in the heart of Pioneer Square
• We prioritize applicants near one of our employee clusters and offer one or more local gatherings per year

Work-Life & Culture

• We provide outstanding benefits including family medical, dental, vision, disability, 401(k) administration and $1k match per year and thoughtful paid time off
• We offer 12 weeks of paid parental leave to all FTE employees (birthing and non-birthing) after 1 year, and four-week paid sabbatical leave after four years
• We offer a competitive total compensation package that includes monthly health insurance premiums, bonuses and long-term stock options for every employee
• We love to lift each other up through company-wide slack channels such as #puppiesandpets, #omnidian-wellness, #praiseandbooms and #sustainablefuture
• We have affinity groups to help employees feel seen and supported, such as Rainbow Array, Black Lights Matter, Neurospicy R Us, Puente and more.
• We are a passionate, mission driven team that believes in collaboration, mutual respect and trust. For examples, come Discover our Story !