Partner Success Manager (Rocket Travel by Agoda)

Agoda is a leading travel technology company that connects people to destinations and experiences. They are seeking a Partner Success Manager to manage large-scale enterprise partners, ensuring exceptional service delivery and meeting service levels and KPIs while collaborating with various internal teams.

Responsibilities:

• Own the end-to-end operational relationship with assigned partners, ensuring smooth onboarding, integration, and ongoing service delivery
• Monitor, report, and drive performance against service level agreements (SLAs) and key performance indicators (KPIs)
• Proactively identify and resolve operational issues, escalating as needed to ensure partner and customer satisfaction
• Ensure partners adhere to established operational processes and compliance requirements
• Serve as the voice of the partner within Rocket Travel by Agoda, advocating for their needs and ensuring alignment with internal teams
• Work closely with Operations, Enablement, Project, Commercial, and Support teams to deliver on partner requirements and drive continuous improvement
• Facilitate regular communication and alignment between partners and internal stakeholders to ensure program objectives are met
• Collaborate with project teams to support new partner launches, process improvements, and service enhancements
• Build and maintain strong, trust-based relationships with client program owners
• Understand partners’ business goals, operational challenges, and customer service expectations
• Provide data-driven insights and recommendations to partners to optimize service delivery and customer experience
• Manage and resolve partner requests and concerns related to service delivery, ensuring timely and effective solutions
• Track, analyze, and report on partner performance metrics, identifying trends and areas for improvement
• Prepare and deliver regular performance updates to partners and internal stakeholders
• Gather and act on feedback from partners to drive operational improvements and enhance the customer journey