Business Relationship Executive

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

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Lead the end-to-end onboarding process for new partners, ensuring a smooth and rapid time-to-value.

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Assist partners with payment setup, inventory management, account configuration, and operational workflows.

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Design and deliver training sessions for partners on new platform features, tools, and marketplace best practices.

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Create and maintain partner enablement resources, playbooks, and documentation.

Strategic Relationship Management and Partner Success

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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.

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Conduct regular operational and strategic check-ins, such as Monthly or Quarterly Business Reviews, to review performance, address challenges, and align on goals.

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Monitor and analyze partner KPIs, including order acceptance rates, fulfillment performance, ratings, and service quality.

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Proactively identify opportunities to help partners scale, such as expanding into new cities, optimizing pricing, or adding new product categories.

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Act as the Voice of the Partner internally, gathering feedback and collaborating with the Product and Engineering teams to drive strategic platform improvements.

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Develop and execute network-wide retention strategies to ensure high partner satisfaction and minimize churn.

Operations and Cross-Functional Collaboration

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Coordinate complex operational escalations between partners and internal teams to ensure successful order fulfillment.

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Partner with the Operations team to identify bottlenecks in the fulfillment process and implement scalable, high-level solutions.

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Manage partner communications regarding platform updates, policy changes, and marketplace promotions.

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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

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3+ years of experience in Partner Success, Business Relationship Management, B2B Account Management, or Operations, preferably within a marketplace, SaaS, or e-commerce environment.

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Exceptional verbal and written English communication skills, with the ability to influence and negotiate with foreign business owners and stakeholders.

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Strong analytical skills with the ability to look at partner data and metrics and prescribe actionable solutions for growth and efficiency.

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A high level of empathy combined with a strong understanding of what it takes to run and grow a small to medium business.

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Proven ability to thrive in a team-based, shared-ownership environment where partner management is dynamic rather than siloed into individual portfolios.

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Experience working with CRM systems, partner portals, ticketing platforms, and internal analytics dashboards.

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Good understanding of e-commerce, two-sided marketplaces, or rental and logistics operations.

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Knowledge of Stripe or similar payment gateways and payout structures is an advantage.

Preferred

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Prior experience supporting US-based partners and a solid understanding of US geography and business culture is highly preferred.

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Ability to multitask, prioritize, and thrive in a fast-paced, ambiguous, and rapidly growing startup environment.

Originally posted on Himalayas