Partner Account Manager

What You'll Do

Partner Relationship Management (40%)

• Build, manage, and maintain strong, collaborative relationships with Field Service Partners (FSPs). Serve as the primary management contact for high-level communications, strategic escalations, and long-term operational alignment, while holding partners accountable to Omnidian contract terms.
• Model and maintain a camera-on-on for virtual partner meetings, including Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), and regular operational check-ins. Being visible shows Omnidian's commitment to transparency, engagement, and strong leadership, even when the Field Service Partner (FSP) hasn't turned their own video on.
• Execute up to 15% - 20% monthly travel to conduct face-to-face partner reviews, spearhead critical on-site escalations, and solidify local service network health.
• Act as a trusted partner advocate while maintaining unwavering alignment with Omnidian's operational excellence, quality, and compliance standards.
• Support Accounts Payable workflows by collaborating cross-functionally to unblock payment friction and optimize the FSP financial experience.
• Foster mutual network growth through proactive, transparent communication and explicit expectation-setting to eliminate operational ambiguity.

Performance Management & Operational Excellence (35%)

• Own and actively manage partner KPIs and SLAs, including volume capacity, turnaround time, and dispatch-to-completion performance.
• Produce and deliver structured performance reporting and actionable insights using tools such as Salesforce (CRM) and Sigma (Business Intelligence).
• Partner closely with Field Service Coordinators to identify performance gaps, root causes, and corrective action plans.
• Track, analyze, and trend core operational metrics (dispatch-to-accept, accept-to-schedule, and job completion timelines) to proactively address risks and inefficiencies.
• Identify trends to inform strategic partner initiatives.
• Collaborate cross-functionally to drive operational efficiencies and partner satisfaction.

Training & Continuous Improvement (25%)

• Own and actively manage partner KPIs and SLAs, including volume capacity, turnaround time (TAT), dispatch-to-completion performance, and service quality metrics.
• Produce, interpret, and deliver structured performance reporting and actionable insights using tools such as Salesforce (CRM) and Sigma (Business Intelligence).
• Partner closely with peers and Field Service Coordinators to identify performance gaps, conduct root cause analysis, and drive corrective action or improvement plans.
• Track, analyze, and trend core operational metrics (dispatch-to-accept, accept-to-schedule, job completion timelines, reporting, and invoicing timeliness) to proactively identify risk, inefficiency, or scalability constraints.
• Recommend volume adjustments, corrective actions, or reassignment strategies based on data-driven performance evaluation.

Who You Are

• A strong relationship builder who communicates with clarity, empathy, confidence, and executive presence.
• Skilled at balancing partner advocacy with accountability to operational, performance, and compliance standards.
• Data-driven, with the ability to translate insights into clear recommendations, decisions, and action plans.
• Collaborative and effective in cross-functional environments, able to influence outcomes without direct authority.
• Highly organized, detail-oriented, and proactive in identifying risks, solving problems, and driving resolution.

Experience You’ll Need

• 2+ years of commercial solar operations experience.
• 3+ years of experience in Partner Account Management, Vendor Relations, or Field Operations.
• Demonstrated experience managing external partner or vendor relationships at scale.
• Strong analytical skills with the ability to interpret performance metrics and KPIs.
• Excellent communication, stakeholder management, and conflict resolution skills.
• Intermediate Salesforce skills (reports, dashboards, workflows).

Experience That’s a Plus

• Previous experience in field service operations environments.
• Exposure to partner network scaling or account segmentation strategies.
• Familiarity with contract terms and operational SLAs.

What Success Looks Like

• Partners clearly understand expectations, performance standards, and escalation paths.
• Measurable improvements in SLA adherence, turnaround time, and operational consistency.
• Reduced reactive escalations through proactive performance management.
• Strong internal trust and alignment with RFSMs and Operations leadership.
• A healthier, more scalable, and higher-performing Field Service Partner network.

Logistics

• We are unable to provide sponsorship for this role, now or in the future
• Most of our roles offer the opportunity to work remotely
• If you are in the Seattle area, we offer a vibrant office space in the historic and beautiful Smith Tower, in the heart of Pioneer Square
• We prioritize applicants near one of our employee clusters and offer one or more local gatherings per year

Work-Life & Culture