What’s the role?
The Senior Partner Success Manager (PSM) is responsible for developing and maintaining successful relationships with our partner network, establishing and measuring required performance levels throughout the entire lifecycle, and assuming primary responsibility for maintaining open and effective lines of communication between both parties.
The person will manage the contracted KPIs, always seeking to decrease operational costs and efficiencies by proactively seeking and implementing measures that optimize our partner network and Etsy’s processes. As a Senior PSM you are a trusted advisor managing our partners to ensure compliance with company policies, and guide and implement high-level partner management strategies and policies.
To be successful in this role you will develop robust relationships with partner teams, stay closely aligned with Buyer, Seller and Trust & Safety support strategies, and identify and solve for areas of opportunity, leading remediation plans to improve partner performance KPIs.
This is a full-time position reporting to the Director, Partner Management. In addition to salary, you will also be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family as part of your total rewards package at Etsy.
For this role, we are considering candidates based in India remotely.
Etsy offers different work modes to meet the variety of needs and preferences of our team. Learn more about our Flex and Office-based work modes and workplace safety policies here.
What’s this team like at Etsy?
We are currently a team of 4 PSMs that manage 3 partners across 7 sites. The teams work closely across all 5 pillars on our org, and closely with all pillars to ensure success at EOPs (Etsy Outsourced Partners): WFM, Program Management, Technology Systems & Tools, and Enablement. This team is a liaison between internal and external customers to ensure success across all outsourced lines of business (from launch to maintenance). This team manages 75+ distinct outsourced workflows across Customer Support and Trust & Safety.
What does the day-to-day look like?
Managing partner scorecards, holding partners accountable to their performance by enacting penalties & bonuses and leading 30/60/90 day remediation plans as needed
Leading Weekly, Monthly & Quarterly Business Reviews to discuss program needs, trends, and upcoming initiatives
Acting as the primary relationship manager for the partner and collaborating with partner leadership on programmatic needs
Providing insights on partner performance to all relevant Etsy stakeholders, highlighting potential areas of collaboration and leveraging their subject matter expertise to improve performance
Facilitating connections and feedback loops with Etsy stakeholders on strategic initiatives, large-scale launches, and workflow changes
Ensuring adherence to contractual obligations, anticipating potential risks or obligations that Etsy may need to fulfill
Serving as an escalation point for Etsy stakeholders if expectations are not being met, and raising issues with partner senior leadership as needed
Conducting root cause analyses to identify performance levers and advocates for optimization opportunities to internal leadership
Developing best practices for partner management and collaborating with their peers to apply learnings across partner programs
Of course, this is just a sample of the kinds of work this role will require! You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at Etsy's discretion, or otherwise applicable with local law.
Qualities that will help you thrive in this role are:
At least 3+ years of validated experience in the field of partner or vendor management preferably gained with global BPOs.
Proficiency with Looker or other BI reporting tools is a plus.
Ability to interpret data, connect drivers of performance, and communicate insights, and influence at all levels.
Strong communication skills, both written and verbal and able to collaborate cross-functionally including the ability to present to both internal and external stakeholders.
Ability to deal with ambiguity and work in a fast-paced work environment.
Experience leading sophisticated projects & processes with multiple levels of collaborators.
Experience leading other PSMs is a plus.
A self starter who has experience working remotely.
The ability to work Monday to Friday - 2:00 PM to 10:00 PM IST.
