Partner Success Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main contact for partner inquiries and support needs, fostering and sustaining relationships through regular communication and proactive outreach.

• Offer assistance on merchant account submissions, onboarding requirements, pricing models, equipment choices, and partner initiatives.

• Collaborate with underwriting teams to streamline merchant application approvals, review outstanding applications, and pinpoint missing requirements.

• Organize the documentation and information required to meet underwriting conditions and track application progress.

• Elevate complex underwriting challenges and advocate for prompt resolution.

• Address inquiries regarding residual payouts, commissions, application status, pricing and program structures, equipment ordering and deployment, as well as account and operational support.

• Investigate and resolve partner concerns with Underwriting, Boarding, Risk, Technical Support, Finance, Operations, and Sales.

• Keep precise records of partner interactions and resolution activities.

• Oversee a designated partner portfolio and reach out to promote merchant account submissions and activations.

• Identify onboarding or activation obstacles and create action plans.

• Monitor partner activity and engagement metrics to uncover growth opportunities.

• Relay partner feedback and trends to management and relevant teams.

• Engage in process enhancement initiatives and support special projects.

⛳️ Requirements

• A minimum of 2 years of experience in partner support, account management, customer success, merchant services, payments, or a related field.

• Exceptional verbal and written communication skills, along with strong problem-solving and critical-thinking capabilities.

• Ability to juggle multiple priorities in a dynamic environment, demonstrating excellent organizational skills and attention to detail.

• Proficient in CRM systems and Microsoft Office or Google Workspace.

• A solid understanding of merchant processing, underwriting workflows, and operations within the payments industry.

• Experience in supporting ISO, ISV, Agent, Referral, or Channel Partner programs.

• Familiarity with merchant underwriting, boarding processes, and payment processing terminology.

• Background in collaborating with cross-functional teams to resolve customer or partner issues.

• Successful completion of background and financial checks is required for employment.

• Must have the legal right to work in the United States.

🏝️ Benefits

• A remote-first culture!

• Competitive compensation and benefits.

• Opportunities for personal growth and career advancement.

• Flexible PTO and dedicated sick leave.

• Health, Dental, and Vision Insurance.

• Life, ADD, Short-term, and Long-term Disability insurance.

• 401k matching up to 4% after two months of service.

• Flexible Spending Account.

• Paid Parental Leave.

• Company-sponsored volunteer days.

• Employee referral program.

• Bonusly colleague recognition.

• Diversity, Equity & Inclusion initiatives.

• Affinity groups such as Women's Network and LGBTQ+ Network.