Partner Success Manager

Role Purpose

Twickets works with venues, festivals, promoters, artists, managers and ticketing platforms.
The Partner Success Manager takes ownership of partners once a deal is agreed, following a structured handover from Business Development. They are the main day-to-day contact and are responsible for ensuring partnerships are successfully onboarded, managed and developed.
This is a hands-on operational role. The Partner Success Manager will directly manage partner event setup and information within Twickets’ internal tools, while coordinating internal teams where specialist support is needed.
As the first dedicated Partner Success hire, they will also help build the processes, documentation and playbook for how Partner Success operates at Twickets.

Key Responsibilities

Partner Management

Own day-to-day relationships with assigned partners.
Manage partner queries, issues, priorities and actions through to resolution.
Maintain regular communication and build strong, trusted relationships.
Collect partner feedback and share relevant insights internally.
Coordinate partner campaign and operational requirements with internal teams.

Onboarding and Integrations

Own the formal handover from Business Development once a partnership is agreed.
Manage onboarding for new partners, including integration-led launches.
Gather and document requirements, responsibilities, timelines and launch dependencies.
Coordinate Product, Data and other internal teams through testing, issue resolution and launch.
Help manage partner requirements for new integrations or platforms.

Partner Event Setup

Directly create, update and maintain partner events within Twickets’ internal administration tools.
Check event information, ticketing rules, restrictions and partner-specific requirements for accuracy.
Manage more complex event setups, including festivals, venue groups and multi-date events.
Obtain missing information from partners and make routine configuration changes directly.
Escalate technical, datafeed or platform issues where specialist support is required.

Reporting and Performance

Manage regular partner reporting and account reviews.
Track relevant performance metrics and identify risks, opportunities and recommended actions.
Work with Data to improve reports and dashboards.
Keep partners and internal teams informed of performance, blockers and upcoming activity.

Growth and Retention

Own the ongoing health and development of assigned accounts.
Identify renewal risks and opportunities for growth.
Provide the Head of Business Development with the insight and recommendations needed for renewals and commercial discussions.
The Head of Business Development retains ownership of commercial negotiation and agreement of new or materially revised terms.
Identify improvements that could increase partner value or make delivery more efficient.

Building Partner Success

Help build and improve the Partner Success playbook, including handover, onboarding, event setup, reporting, feedback and escalation processes.
Create scalable templates, documentation and ways of working as the partner base grows.

Skills and Experience

Essential

Experience in partner success, account management, client services, partnerships, ticketing operations or a similar role.
Strong stakeholder management and communication skills.
Excellent organisation, attention to detail and follow-through.
Confidence taking hands-on responsibility for operational and platform-based tasks.
Ability to turn partner requirements into clear actions, timelines and ownership.
Experience coordinating multiple internal and external stakeholders.
Commercial awareness and confidence using data to inform decisions.
Comfortable helping build processes in a developing function.

Desirable

Experience in ticketing, live events or entertainment technology.
Experience with ticketing platforms, event administration tools or marketplace platforms.
Experience supporting integrations, datafeeds or APIs.
Experience producing partner reporting or account reviews.

What Success Looks Like

Partners are onboarded smoothly following a clear handover from Business Development.
Partner events are accurate, up to date and operationally ready.
Partners receive useful reporting and responsive day-to-day support.
Issues are owned through to resolution.
Partner feedback informs internal improvements.
Renewal risks and growth opportunities are identified early.
Partner Success processes become more consistent and scalable over time.