Partner Success Manager

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GENERAL FUNCTION:   

The Partner Success Manager is responsible for managing and growing client relationships at DTS Connex, serving as the primary point of contact for day-to-day operations, client needs, and ongoing success. This role owns client retention, product adoption, onboarding milestones, and account expansion, proactively driving engagement, achieving established adoption targets, and identifying opportunities to strengthen partnerships and grow the use of DTS Connex solutions.

As a subject matter expert in client operations and DTS Connex products, this individual drives issue resolution, coordinates client requests and cross-functional initiatives, and advocates for client needs to improve service delivery and product outcomes. The role also supports executive communications, operational risk management, and continuous process improvement while maintaining adherence to established policies and procedures.  

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

Partner Relationship Management and Growth

• Serve as the primary day-to-day contact for assigned clients, building trusted relationships and proactively addressing operational needs, concerns, and business objectives.
• Own client retention and relationship health by monitoring engagement, identifying risks to client satisfaction, and developing proactive plans to address concerns.
• Identify and pursue opportunities for account expansion, increased product adoption, and deeper client partnerships in alignment with client needs and DTS Connex offerings.
• Communicate client needs, business objectives, and relationship risks to internal stakeholders, including leadership when appropriate.

Client Onboarding and Implementation

• Own and monitor client onboarding milestones, coordinating internal teams and external partners to maintain progress and address dependencies, risks, and delays.
• Proactively communicate onboarding status, outstanding requirements, and exceptions to clients and relevant stakeholders.
• Facilitate the transition from implementation to ongoing partner success, ensuring clients are equipped to use DTS Connex products and services effectively.

Product Adoption and Continuous Improvement

• Own client product adoption objectives and established adoption targets, monitoring progress and developing action plans to address gaps.
• Lead the communication and adoption of product enhancements and functionality, helping clients incorporate changes into their operational workflows.
• Gather and communicate client feedback to inform product enhancements, service improvements, and operational priorities.
• Identify opportunities to improve client workflows, product utilization, and the overall partner experience.

Issue Resolution and Cross-Functional Collaboration

• Drive timely resolution of client-reported issues by coordinating with internal teams and external partners, tracking progress, communicating status, and maintaining accountability through resolution.
• Manage client change requests and exceptions, coordinating review and resolution in accordance with established product capabilities, policies, and procedures.
• Build effective working relationships across internal teams and external vendors to resolve operational challenges and support client objectives.
• Identify recurring issues and process gaps, escalating risks and advocating for sustainable solutions.

Industry and Product Expertise

• Maintain current knowledge of DTS Connex products, cash-management operations, and relevant industry developments.
• Monitor industry trends, publications, and emerging solutions to identify opportunities to improve client outcomes and inform internal business discussions.

SUPERVISORY RESPONSIBILITIES: None 

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED: 

• Bachelor's degree in Business, Finance, or a related field, or an equivalent combination of education and experience.
• One to three years of experience in banking, account management, client success, or a related field.
• Strong organizational and project coordination skills, with the ability to manage multiple client relationships, onboarding milestones, and competing priorities.
• Proficiency in Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
• Strong analytical, problem-solving, and presentation skills.
• Excellent written and verbal communication skills, including the ability to communicate effectively with operational teams, business stakeholders, and executive audiences.
• Demonstrated ability to build trusted relationships, manage challenging client situations, and collaborate across internal teams and external business partners.
• Ability to assess client needs, identify growth opportunities, and develop proactive plans to improve retention and product adoption.
• Strong attention to detail, sound judgment, and the ability to identify and escalate operational risks.

• A proactive, accountable, and client-focused approach to issue resolution, relationship growth, and continuous improvement.

At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location. In addition to the base salary, this role is eligible to participate in an incentive compensation plan, with any such payment based upon company, line of business and/or individual performance.

Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being. You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner. 

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting.  Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third.  Any unsolicited resumes – no matter how they are submitted – will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.