The posting
iLabs is a global software product engineering company headquartered in Sri Lanka, with deep roots in the US Silicon Valley. We deliver world-class solutions in Web, eCommerce, Mobile, AI/ML, and Cloud technologies, serving industries such as fintech, edtech, medtech, martech, and hospitality. Guided by our vision “to become a global powerhouse in information technology to push humanity forward” we focus on delivering innovative, impactful solutions that empower businesses and create meaningful change in the world.
With a global talent network, we build agile remote teams for leading tech companies worldwide, including Silicon Valley pioneers. Our in-house ventures include Cloud of Goods, a fast-growing eCommerce rental marketplace, and Xenia, a customizable web platform for modern businesses.
At iLabs, we’re on a mission to advance lifestyles through technology and empower our partners to scale smarter and faster. Our culture is driven by creativity, innovation, ownership, teamwork, and global impact; giving you the opportunity and freedom to challenge the norm, spark change, and make a real difference.
If you’re ready to break boundaries and create your defining moment, we’re here to make it happen. Be part of something bigger. Join iLabs.
About the Role
Partner Onboarding and Enablement
- Lead the end-to-end onboarding process for new partners, ensuring a smooth and rapid time-to-value.
- Assist partners with payment setup, inventory management, account configuration, and operational workflows.
- Design and deliver training sessions for partners on new platform features, tools, and marketplace best practices.
- Create and maintain partner enablement resources, playbooks, and documentation.
Strategic Relationship Management and Partner Success
- Collaborate with the Partner Success team to dynamically manage and support the entire network of partners, ensuring shared ownership and consistent, high-quality relationship management.
- Conduct regular operational and strategic check-ins, such as Monthly or Quarterly Business Reviews, to review performance, address challenges, and align on goals.
- Monitor and analyze partner KPIs, including order acceptance rates, fulfillment performance, ratings, and service quality.
- Proactively identify opportunities to help partners scale, such as expanding into new cities, optimizing pricing, or adding new product categories.
- Act as the Voice of the Partner internally, gathering feedback and collaborating with the Product and Engineering teams to drive strategic platform improvements.
- Develop and execute network-wide retention strategies to ensure high partner satisfaction and minimize churn.
Operations and Cross-Functional Collaboration
- Coordinate complex operational escalations between partners and internal teams to ensure successful order fulfillment.
- Partner with the Operations team to identify bottlenecks in the fulfillment process and implement scalable, high-level solutions.
- Manage partner communications regarding platform updates, policy changes, and marketplace promotions.
- Contribute to the continuous improvement of the overall partner experience and internal operational procedures.
Shifts: 9-hour shifts roster basis, 5 days a week. Weekend availability is a must. Aligned with USA Time Zones and Calendar.
Requirements
- 3+ years of experience in Partner Success, Business Relationship Management, B2B Account Management, or Operations, preferably within a marketplace, SaaS, or e-commerce environment.
- Exceptional verbal and written English communication skills, with the ability to influence and negotiate with foreign business owners and stakeholders.
- Strong analytical skills with the ability to look at partner data and metrics and prescribe actionable solutions for growth and efficiency.
- A high level of empathy combined with a strong understanding of what it takes to run and grow a small to medium business.
- Proven ability to thrive in a team-based, shared-ownership environment where partner management is dynamic rather than siloed into individual portfolios.
- Experience working with CRM systems, partner portals, ticketing platforms, and internal analytics dashboards.
- Good understanding of e-commerce, two-sided marketplaces, or rental and logistics operations.
- Knowledge of Stripe or similar payment gateways and payout structures is an advantage.
Preferred
- Prior experience supporting US-based partners and a solid understanding of US geography and business culture is highly preferred.
- Ability to multitask, prioritize, and thrive in a fast-paced, ambiguous, and rapidly growing startup environment.
