Partner Success Manager 

Job Description

Teamwork makes the stream work.

Roku is changing how the world watches TV

Roku is the #1 TV streaming platform in the US and Mexico, and we've set our sights on powering every television in the world. Roku pioneered streaming to the TV. Our mission is to be the TV streaming platform that connects the entire TV ecosystem. We connect consumers to the content they love, enable content publishers to build and monetize large audiences, and provide advertisers unique capabilities to engage consumers.

From your first day at Roku, you'll make a valuable - and valued - contribution. We're a fast-growing public company where no one is a bystander. We offer you the opportunity to delight millions of TV streamers around the world while gaining meaningful experience across a variety of disciplines.

About the team

The Partner Management team’s mission is to guide our content partners to imagine, develop, and publish best in class video apps and experiences. As the primary point of contact for platform, product, and technical topics, we partner closely with content publishers/streaming services, third-party developers, and cross-functional teams within Roku, including Partner Payouts, Advertising, Product, Engineering, and Legal. In addition to facilitating onboarding and managing app launches across the world, we help partners build intuitive experiences that delight customers while ensuring compliance to Roku’s platform and business requirements.

About the role

The Partner Success Manager is responsible for managing day-to-day content partner payout operations and possesses extensive knowledge of partner support best practices and the tools necessary to get the job done. This individual effectively builds relationships both inside and outside Roku, advocating for the needs of our partners and the Partner Success team.
As an effective communicator and expert in daily processes and tools, the Partner Success Manager provides the Manager, Partner Success with insights on ways to grow the partner ecosystem and improve collaboration across teams.

For California Only - The estimated annual salary for this position is between $88,000 and $162,000 annually.
Compensation packages are based on factors unique to each candidate, including but not limited to skill set, certifications, and specific geographical location.
This role is eligible for health insurance, equity awards, life insurance, disability benefits, parental leave, wellness benefits, and paid time off."

What you will be doing

• Serve as an SME for partner payout issues/operations, responsible for ensuring Roku tools are being leveraged to their highest potential, scoping new features, training users, and socializing updates to the broader Partner Management team
• Collaborate with cross functional teams to migrate partners to the new payment system, ensuring a smooth partner experience and tracking any migration-related challenges.
• Provide ongoing post-launch partner payout support, resolving issues promptly and maintaining satisfaction.
• Identify, document, and resolve payment-related issues. Oversee payment system performance and provide feedback for continuous improvement.
• Track partner payout metrics, analyze payment data, and generate data driven insights to improve processes and partner experience.
• Manage partner tickets in Partner Success Zendesk queue and keep partner knowledge center up to date to optimize self-service and automation

We’re excited if you have

• 6+ years of relevant partner payout support, and/or program management of consumer-focused products experience with a demonstrated track record of successfully leading partner projects
• Hands-on experience working for a platform that manages payouts to partners, including familiarity with payout workflows, reconciliation, and issue resolution.
• Direct involvement in migrating partners to new payment or payout systems, with a track record of successful transitions, troubleshooting, and minimization of downtime.
• In-depth understanding of Roku Pay (or similar payment systems) and their technical intricacies, payout structures, and partner-facing impacts.
  Demonstrated ability to build and maintain positive relationships with partners, providing excellent support around payments and addressing their concerns proactively.
• Ability to succinctly communicate and lead project discussions across varying levels of the organization
• Strong technical ability with good understanding of payout related technologies and operation
• Bachelor’s degree qualification in Engineering, Business or related discipline preferred

Benefits

Roku is committed to offering a diverse range of benefits as part of our compensation package to support our employees and their families. Our comprehensive benefits include global access to mental health and financial wellness support and resources. Local benefits include statutory and voluntary benefits which may include healthcare (medical, dental, and vision), life, accident, disability, commuter, and retirement options (401(k)/pension). Our employees can take time off work for vacation and other personal reasons to balance their evolving work and life needs. It's important to note that not every benefit is available in all locations or for every role. For details specific to your location, please consult with your recruiter.

The Roku Culture

Roku is a great place for people who want to work in a fast-paced environment where everyone is focused on the company's success rather than their own. We try to surround ourselves with people who are great at their jobs, who are easy to work with, and who keep their egos in check. We appreciate a sense of humor. We believe a fewer number of very talented folks can do more for less cost than a larger number of less talented teams. We're independent thinkers with big ideas who act boldly, move fast and accomplish extraordinary things through collaboration and trust. In short, at Roku you'll be part of a company that's changing how the world watches TV.

We have a unique culture that we are proud of. We think of ourselves primarily as problem-solvers, which itself is a two-part idea. We come up with the solution, but the solution isn't real until it is built and delivered to the customer. That penchant for action gives us a pragmatic approach to innovation, one that has served us well since 2002.

To learn more about Roku, our global footprint, and how we've grown, visit https://www.weareroku.com/factsheet.

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