Partner Implementation & Success Manager

About the Role

The Partner Implementation & Success Manager will take ownership after a B2B partnership is approved or signed and ensure that the partner progresses successfully from agreement to operational launch. The role will serve as the central coordination point between the partner and DICHIT’s product, technology, marketing, customer-success and operations teams.

Key Responsibilities

• Create a structured implementation plan for every new B2B partner.
• Collect and validate company KYC, branch, registration, banking and programme information.
• Coordinate agreements, SOPs, policies, approvals and operating requirements.
• Map the end-to-end customer onboarding, payment, refund and support processes.
• Coordinate technical integrations, data exchange and testing with both teams.
• Maintain implementation trackers covering tasks, owners, deadlines and dependencies.
• Conduct regular partner review meetings and document decisions and action items.
• Coordinate programme listing and verify that approved information is displayed accurately.
• Prepare partner branches and employees through product and process training.
• Coordinate joint launch plans with growth, digital and creative teams.
• Define communication, escalation and grievance-handling channels.
• Monitor early partner performance, customer activation and operational issues.
• Track service levels, unresolved issues and partner commitments.
• Prepare weekly partner-health and implementation reports.
• Build trusted relationships with partner decision-makers and operational teams.
• Ensure an organised transition from implementation to ongoing partner management.

Candidate Profile

• Approximately three to six years of experience in implementation, partnerships, account management, project management, customer success or business operations.
• Experience managing B2B clients and cross-functional projects.
• Strong project-planning, documentation and stakeholder-management ability.
• Able to coordinate product, technology, marketing and operational teams.
• Comfortable managing multiple partners and deadlines simultaneously.
• Strong written and verbal communication skills.
• Experience in fintech, banking, financial services, payments, KYC or SaaS implementation will be valuable.
• Comfortable preparing process documents, trackers and management reports.
• Willing to travel for partner meetings, branch training and launches.
• Fluency in English is required; Malayalam communication will be an advantage.

Key Performance Indicators

• Time from agreement to operational launch
• Completion of partner onboarding requirements
• Programme-listing accuracy
• Closure of implementation action items
• Partner training and launch readiness
• Service-level adherence
• Early customer activation
• Partner satisfaction and engagement
• Number and age of unresolved issues
• Quality of documentation and reporting