What are the responsibilities and job description for the Partner Onboarding Case Manager position at SkySys?
Role : Partner Onboarding Case Manager
Position Type : Full-Time Contract (40hrs / week)
Contract Duration : 1 Year
Work Hours : US Time (Flexible to support global teams)
Work Schedule : 8 hours / day (Mon-Fri)
Location : 100% Remote (Candidates can work from anywhere in Costa Rica)
Role Overview :
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
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.
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