Partner Onboarding Case Manager

The position combines Case Management and Operational Support responsibilities to support Client's partner onboarding process.

Case Management:

• Act as the face of the partner onboarding team, supporting Tier II business partners through the contract closing process.
• Guide partners through the onboarding portal, ensuring a seamless partner experience.
• Liaise between partners and Client's internal teams to follow up on required actions.

Operational Support:

• Validate requests and ensure proper documentation for onboarding and contract completion.
• Manage release requests and oversee contract signature processes.
• Cover multiple time zones to support global operations.

Responsibilities:

Open cases:

• Monitor all cases
• Check constantly the open cases
• Follow up with the operational teams
• Check with channel sales if action is pending with the candidate for support
• For DDI/EDD cases follow up with regional leads for status update and check if you can speed up the process
• Prioritize the cases where you were informed there is a pending deal
• All cases are important, but referred have higher priority than non-referred (exc we have information about deal on hand for non-ref)

Incomplete cases:

• Check historical data of the companies that have not yet submitted their applications
• Inform Distri/Reseller on the right process to be followed (reactivation/onboarding)
• Check with Channel Sales if they are interested to onboard these companies
• Send follow up/reminders to the candidates to submit their applications
• Submit for approval to channel sales team all the open onboarding cases
• Provide weekly status report for onboarding cases to the geos
• Inform on all new distri and Client's internal referrals
• Inform on all Incomplete applications and ask for their feedback if they are interested to onboard these companies
• Keep channel sales team constantly notified on priority onboardings
• Guide iPBM / DBM on applicable scenario (new onb vs reactivation vs Partner Ready program)
• Prepare and provide Onboarding business analytics
• Regular meetings with geo contacts to provide updates on the Onboarding Program status.
• Create awareness and drive referral submission rate increase, referral rate increase, activation rate increase, reduce time from onboarding completion to first transaction to less than 60 days
• Refresh trainings

Distribution:

• Help distributors in identifying if a candidate should follow onboarding or re-activation process
• If needed, provide them with status reports for their referred candidates
• If needed, keep distri informed on the progress of an onboarding they might be interested in
• If needed, help the distributor with guidelines for the referral and onboarding platform/process
• If needed, prepare and provide status updates on the Onboarding Program.
• Create awareness and drive referral submission rate increase, referral rate increase, activation rate increase, reduce time from onboarding completion to first transaction to less than 60 days
• Refresh trainings

Resellers:

• Guide the resellers during the onboarding process if any roadblock is encountered
• Guide the resellers to follow the correct process: re-activation or new onboarding
• If needed, follow up with resellers on the correct documentation required for onboarding
• Monitor newly onboarded reseller activity (deal analysis report)

Must Haves:

• Language Skills: Preferred candidates are from Latin America (LA) and fluent in Spanish. Portuguese proficiency is a plus for supporting countries like Brazil, Ecuador, and Argentina.
• Interpersonal Skills: Strong communication skills to handle challenging partners/distributors, provide diplomatic pushback, and maintain professionalism.
• Experience: Case management and operational support experience are ideal; familiarity with partner portals and onboarding processes is preferred.
• Training Support: Candidates will be trained on tools and processes to ensure seamless integration with the team.