Key skills
Communication
About this role
Agoda is a 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.
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