Partner Success Specialist

Summary

NMI is a global payment technology company that enables partners to deliver payment solutions. The Partner Success Specialist serves as the primary liaison for assigned partners, supporting merchant onboarding, account activation, underwriting resolution, residual payouts, pricing, equipment inquiries, and partner growth initiatives.

Responsibilities

• Serve as a primary point of contact for partner inquiries and support needs, building and maintaining strong relationships with assigned partners through consistent communication and proactive outreach
• Provide guidance on merchant account submissions, onboarding requirements, pricing structures, equipment options, and partner programs, and educate partners on processes and resources to help them grow their payments business
• Act as the liaison between partners and underwriting teams to facilitate merchant application approvals, reviewing pending applications and identifying outstanding requirements
• Coordinate with partners to obtain the documentation and information needed to clear underwriting conditions, and monitor application status to provide regular updates throughout the approval process
• Escalate complex underwriting issues when necessary and advocate for timely resolution on partners' behalf
• Respond to partner inquiries regarding residual payouts and commissions, application status, pricing and program structures, equipment ordering and deployment, and general account and operational support
• Investigate and resolve partner issues by collaborating with internal departments including Underwriting, Boarding, Risk, Technical Support, Finance, Operations, and Sales
• Maintain accurate records of partner interactions and issue resolution activities
• Manage a portfolio of assigned partners and conduct regular outreach to encourage merchant account submissions and activations
• Identify partners experiencing onboarding or activation challenges and develop action plans to help them move forward
• Monitor partner activity and engagement metrics to identify growth opportunities, and support partner success initiatives designed to increase merchant boarding volume and long-term partner engagement
• Work closely with internal teams to ensure a seamless partner experience, communicating partner feedback and trends to management and relevant departments
• Participate in process improvement initiatives that enhance partner satisfaction and operational efficiency, and assist with special projects and partner-focused initiatives as needed

Skills

• 2+ years of experience in partner support, account management, customer success, merchant services, payments, or a related field
• Excellent verbal and written communication skills, with strong problem-solving and critical-thinking abilities
• Ability to manage multiple priorities in a fast-paced environment, with strong organizational skills and attention to detail
• Proficiency with CRM systems and Microsoft Office or Google Workspace
• Strong understanding of merchant processing, underwriting workflows, and payment industry operations
• Experience supporting ISO, ISV, Agent, Referral, or Channel Partner programs
• Knowledge of merchant underwriting, boarding processes, and payment processing terminology
• Experience working with cross-functional teams to resolve customer or partner issues

Qualifications

Must Haves

• 2+ years of experience in partner support, account management, customer success, merchant services, payments, or a related field
• Excellent verbal and written communication skills, with strong problem-solving and critical-thinking abilities
• Ability to manage multiple priorities in a fast-paced environment, with strong organizational skills and attention to detail
• Proficiency with CRM systems and Microsoft Office or Google Workspace

Nice to Haves

• Strong understanding of merchant processing, underwriting workflows, and payment industry operations
• Experience supporting ISO, ISV, Agent, Referral, or Channel Partner programs
• Knowledge of merchant underwriting, boarding processes, and payment processing terminology
• Experience working with cross-functional teams to resolve customer or partner issues

Benefits

• A remote first culture!
• Personal growth and advancement opportunities
• Flex PTO & dedicated sick time
• 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 volunteer days
• Employee referral program
• Bonusly colleague recognition