Partner Service Manager

As a Partner Service Manager at WEX, you will be responsible for ensuring exceptional support and service delivery to a portfolio of partners. You will oversee all support and service activities across these accounts, with a focus on driving operational excellence, partner satisfaction, and strategic alignment.

In this role, you are expected to take extreme ownership of the partner experience-ensuring we are not only meeting expectations but driving outcomes that reduce attrition, support renewals, fuel growth, and consistently delight our partners. You will serve as the single point of accountability for your partners, building trusted partnerships and ensuring transparency across all activities.

You will play a key role in deeply understanding each client's business and product implementation, identifying service needs, minimizing downtime, and proactively solving problems before they escalate. You will also collaborate cross-functionally with sales, product, and support teams to reinforce WEX's value and ensure long-term success for both the client and WEX.

• Plan, direct, and oversee all support and service activities for assigned partners, ensuring delivery meets program and performance standards
  
• Take full accountability for the partner's service satisfaction
  
• Develop a deep understanding of each partner's business, product usage, and service needs to proactively drive value

• Drive partner adoption of new features and functionalities, collaborating closely to ensure successful integration and utilization.

• Identify and act on opportunities to reduce partner support costs and minimize operational friction through proactive service mechanisms
  
• Manage escalations with urgency, transparency, and clear ownership
  
• Collaborate closely with Partner Account Executive and support teams to position WEX as a valuable, reliable partner
  
• Monitor partner satisfaction and take action to resolve concerns before they impact the relationship, retention or revenue
  
• Analyze support performance data to identify patterns, root causes, training opportunities and areas for improvement
  
• Maintain clear, accurate records of all service activities, communications, and account health metrics
  
• Contribute to the development and evolution of best practices in account service management and partner delivery
• Effectively manage meeting agendas, follow through with meeting recaps, update open issue logs and prioritize open issues and action items based on overall strategic focus.
• Manage escalations through clear communication, consistent use of WEX Health tools, and follow-up in a timely manner.
• Identify internal process or system improvements to mitigate repetition of stated problems to foster a proactive environment.

The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. For more information on your benefits and total rewards package, visit WEXNet.