8am (Formerly AffiniPay) Offices

Own CX operations roadmap initiatives from concept through delivery, identifying opportunities for automation and AI. Build and optimize Salesforce and Intercom workflows, integrations, reports, dashboards, surveys, and routing logic. Partner with Engineering, Business Systems, BI, Sales, Finance, Marketing, and Enablement to deliver cross-functional solutions, drive adoption, and manage change. Analyze CX metrics including NPS, CSAT, retention, support, and success data to provide leadership recommendations while tracking risks, dependencies, and initiative progress.

Leads the ISV payments partnership function, building and developing Partner Account Manager teams, expanding the partner ecosystem, and driving partner revenue, adoption, retention, and satisfaction. Owns partnership strategy, commercial negotiations, pricing, renewals, KPIs, and payment capability roadmaps. Collaborates with Product, Engineering, Marketing, Legal, Risk, and Compliance to launch integrations and payment types while representing the company with strategic partners.

Owns strategic relationships with major payments and fintech partners while leading 8am’s embedded finance product agenda. Responsibilities include partner strategy, commercial negotiations, roadmap execution, cross-functional alignment, executive engagement, performance reporting, risk mitigation, and identifying new payment, lending, credit, fraud, and co-marketing opportunities. The role requires senior-level expertise in payments partnerships, embedded finance, financial products, commercial economics, and regulated product launches, with approximately 20% travel.