Senior Customer Delivery Specialist – Payments

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

📋 Description

• Act as the main liaison between Risk, Compliance, Product, Engineering, Customer Support, and Partner Success.

• Facilitate kickoff sessions, establish requirements, guide customers through best practices for integration, and support operational and underwriting preparedness.

• Provide training to partners regarding platform features, reporting tools, integration processes, and merchant lifecycle management.

• Develop long-lasting trust with clients and transition them to Customer Success once they are operational.

• Engage actively in conference calls, training sessions, business reviews, and other interactions with both internal and external stakeholders to troubleshoot and implement solutions that ensure we meet or exceed client service and support expectations.

• Inform customers about the Forte and CSG Payments product suite, including APIs, terminals, gateways, and overall platform capabilities.

• Manage ticket coordination to guarantee timely resolutions and customer satisfaction.

• Appropriately escalate tickets as needed.

• Contribute to enhancements in processes, develop playbooks, and support team enablement while mentoring colleagues on complex customer situations.

⛳️ Requirements

• A bachelor's degree in business, finance, or a closely related area.

• 5-8+ years of experience in payments, PayFac, merchant acquiring, fintech, or SaaS onboarding positions.

• Demonstrated success in managing onboarding or implementation projects for ISVs, ISOs, government merchants, or enterprise clients.

• Strong knowledge of APIs, payment terminals, gateways, compliance frameworks, and payment operations.

• Familiarity with CRM tools (Salesforce, HubSpot), onboarding platforms, ticketing systems, and project management software.

• Ability to simplify complex payment workflows into clear guidance for customers.

• Exceptional project management skills with the capability to oversee multiple complex implementations at once.

• Experience in sectors such as government, healthcare, utilities, recurring billing, marketplace, or moderate-risk verticals.

• Proficient in English within a business context.

🏝️ Benefits

• Work from Home.

• Employee Belonging Groups.

• Healthcare: Dental, Medical, and Vision.

• Paid Vacation, Volunteer, and Holiday Time Off.

• And so much more!