Partner Experience Manager

Partner Experience Manager

New York, New York, United States; Washington, District of Columbia, United States

Position Overview

The Partner Experience Manager is responsible for driving partner engagement, operational excellence, and long term partner success across Diligent Partner Ecosystem working with the Diligent partner team and internal cross functional stakeholders.

This role combines strong relationship management skills with a data-driven approach to partner operations. The Partner Experience Manager leverages partner health metrics, engagement analytics, business insights, and operational reporting to identify opportunities for improvement, address partner challenges, and drive measurable enhancements in partner satisfaction and program effectiveness.

Working closely with partners and internal stakeholders, this individual serves as a trusted advisor and operational liaison, ensuring partners receive a best in class experience while supporting program adoption, partner growth, and overall ecosystem success.

Key Responsibilities

• Develop a deep understanding of partner programs, processes, and solutions and act as a subject matter expert for partners.
• Monitor partner health metrics, engagement trends, program participation, and risk indicators to proactively identify partners requiring support or intervention.
• Maintain accurate partner records, profiles, and engagement data within Salesforce (SFDC) and related systems.
• Manage partner databases and ensure data integrity, accuracy, and completeness across platforms.
• Track, reconcile, and support partner royalty payment processes in collaboration with Finance and Operations teams.
• Identify gaps in partner engagement, adoption, performance, and overall partner experience, and develop action plans to address them.
• Conduct partner health checks, business reviews, and engagement sessions to strengthen partner relationships and drive program success.
• Manage partner lead tracking, reporting, and operational processes.
• Serve as the primary liaison between partners and internal teams, ensuring timely resolution of issues and effective communication.
• Track and report on partner performance metrics, engagement trends, and operational KPIs.
• Coordinate and support global partner summits, events, webinars, and partner engagement activities.
• Manage multiple partner relationships and initiatives simultaneously.

Required Experience & Skills

• 5–7 years of experience in Partner Management, Partner Operations, Customer Success, Account Management, Channel Programs, or related roles (i.e Marketing, Customer Experience)
• Experience working with Salesforce (SFDC) and CRM reporting tools.
• Experience managing data quality, reporting, and partner databases.
• Strong analytical and stakeholder management skills.
• Strong project management and organizational skills.
• Excellent written and verbal communication skills.

About Us

Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster.

At Diligent, we're building the future with people who think boldly and move fast. Whether you're designing systems that leverage large language models or part of a team reimaging workflows with AI, you'll help us unlock entirely new ways of working and thinking. Curiosity is in our DNA, we look for individuals willing to ask the big questions and experiment fearlessly - those who embrace change not as a challenge, but as an opportunity. The future belongs to those who keep learning, and we are building it together. At Diligent, you're not just building the future - you're an agent of positive change, joining a global community on a mission to make an impact.

Headquartered in New York, Diligent has offices in Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney. To foster strong collaboration and connection, this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations, you will be expected to work onsite at least 50% of the time. We believe that in-person engagement helps drive innovation, teamwork, and a strong sense of community.

We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at View email address on click.appcast.io.

To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.