Partner Experience Manager

Overview

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The Partner Experience Manager plays a pivotal role in the company’s success by owning relationships with our global community of linguistic partners. Since our entire business model depends on the performance and scalability of our supply chain, this role is critical to ensure the best resources choose to work with our company - and want to stay. The Partner Experience Manager focuses on relationship quality, rate optimization, strategic alignment, and partner advocacy, supporting cross-functional collaboration to ensure long-term supply chain health and mutual success. While the community strategy is defined by a dedicated Community Engagement Advisor, this role executes that strategy to ensure the day-to-day partner experience reflects the company’s values and goals.

Responsibilities

• Partner Relationship & Retention : Serve as the main point of contact for a portfolio of patent & legal linguistic partners, building trusted, lasting relationships.
• Conduct regular business reviews to understand partner goals, discuss high-level performance, and identify development opportunities.
• Ensure a smooth partner journey after onboarding and act as an advocate internally for their needs and capabilities.
• Support sourcing teams with relationship transitions and onboarding of high-priority partners.
• Performance Alignment : Collaborate with Quality and Squad Leaders to interpret performance trends and context.
• Support quality reviews or escalations specific to legal translation accuracy, formatting, and compliance expectations in regulated environments (e.g., IP filings and litigation content).
• Monitor partner readiness for specialized work (e.g., multimedia, AI workflows, time-sensitive delivery).
• Work with partners to ensure operational readiness during disruptions.
• Help ensure performance expectations and changes are clearly communicated and supported.
• Rate Optimization & Financial Governance : Own rate alignment to market rates and buy rate strategy for assigned languages or service types.
• Use global market intelligence and benchmarking to inform rate decisions and partner negotiations.
• Understand rate structures for specialized patent / legal linguists, including factors like certification, jurisdictional expertise, and confidentiality requirements.
• Act as a subject matter expert in rates ensuring adherence to financial governance frameworks and rate band controls.
• Community Execution & Engagement : Execute the company-wide Partner Community Engagement Strategy as shaped by the Community Engagement Advisor.
• Drive engagement programs tailored for legal and patent linguists, recognizing the unique skill sets and motivations of this community (e.g., IP domain knowledge and confidentiality awareness).
• Implement engagement tactics as needed, such as newsletters, recognition programs, surveys, or virtual events, ensuring alignment with brand and strategy.
• Foster two-way communication with partners, capturing sentiment and advocating for partner experience improvements internally.
• Cross-Functional Collaboration : Act as a key resource to Language Services, Quality, and Delivery teams by providing insight and context to support decisions around partner alignment with business needs.
• Participate in rate and resourcing discussions tied to RFPs, new business, or key account needs.
• Provide insights to help shape sourcing strategy and partner tiering within specific language portfolios or domains.

Requirements

Benefits

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