Partner Success Specialist

The Partner Success Specialist serves as the primary liaison between NMI's partners and internal teams, ensuring partners receive timely support and guidance throughout the merchant onboarding and account activation process. This role helps partners navigate merchant application submissions, resolves underwriting-related issues, provides support on residual payouts, pricing, and equipment inquiries, and coordinates across multiple internal departments to drive issue resolution. The Partner Success Specialist plays a critical role in partner growth and retention by proactively engaging assigned partners, removing barriers to merchant account approvals, and helping partners successfully board and activate merchant accounts. This is a remote role based in the US. ### About NMI > NMI, a global leader in payment technologies, allows software and sales professionals to deliver payment innovations to their clients without having to build payment expertise in house. NMI enables our partners with choice, and challenges the one-size-fits-all approach to payments. You've probably used NMI in the last 24 hours without even realizing it. We're the platform that powers success for innovative tech created by SMBs, entrepreneurs and fintech startups. We're creative problem solvers who help visionaries smash through boundaries and think beyond what's possible so they can think about what's next. But we're not just built for the tech savvy. We democratize the latest payments technology so that everyone can realize the benefits of easy payments across the full spectrum of commerce. Our mission is to use our expertise to enable more payments, in more ways and more places. We provide ISOs, Fintech Innovators and Technologists the freedom to focus on what they do best, liberating them from restricted payment solutions and giving them access to the latest payment technology now and in the future. ### How We Work - Our Core Values - **Be a Good Person, It's Simple.** We treat everyone fairly and with respect. We lead with kindness, humility and integrity. We take the time to understand each other and our customers. And we serve with care, because customers are never a transaction, and always our focus - **Align, Trust & Go.** We debate openly, listen carefully and challenge thoughtfully. Once we decide, we move forward together - holding ourselves accountable to our commitments, and focusing on what matters most to our customers. That alignment creates momentum. - **Raise the Bar.** Good enough isn't enough. We stay curious, measure everything, stay honest about progress and keep pushing ourselves to think creatively. We drive change, again and again. And leave things better than we found them. When we raise the bar, our customers feel it too. ### What will I be doing? - 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. ### Minimum Requirements: - 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. ### Preferred Qualifications: - 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. Do you feel like you have a slightly out of the ordinary career path or history? We are open to all walks of life and very willing to hear your story. Please don't feel like this should be a barrier to securing a great career at NMI! We appreciate success can come in all shapes and sizes. Fill in the 'Additional Info' box on our application to tell us more about your path. ### As well as being a part of something exciting everyday, you will also receive the following benefits: - A remote first culture! - Competitive compensation and benefits - 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 We believe that having a diverse group of employees strengthens both our work and our workplace. We're focused on making NMI more diverse and welcoming with initiatives like having a dedicated Diversity, Equity & Inclusion action group, diversity goals for hiring, anonymized resume screening, affinity groups such as our Women's network and LGBTQ+ Network, open forums for discussions on diversity and social justice, and measuring inclusion and belonging as part of our regular employee engagement surveys. **Equal Opportunity** > NMI is committed to providing equal employment opportunity for all persons regardless of race, color, religion, sex, age, marital status, national origin, sexual orientation or sexual identity, genetic information, citizen status (except those that do not have the legal right to be employed in the United States), disability, military service, service member, veteran status, or any other basis protected by applicable law. Please be aware that all offers of employment are made subject to receipt of satisfactory background and financial checks. Attention job applicants: Please note that in compliance with the data protection regulations within your jurisdiction, any personal information submitted with your job application may be collected and used by NMI for the purpose of recruitment and employment-related activities. By submitting your application, you acknowledge and provide explicit consent to the processing of your personal information as described in our privacy policy found on our website. For more information on how we process your information, please read our privacy policy here: This is a remote role with an annual US base salary range of $55,000 – $60,000 USD. This salary range will be narrowed during the interview process based on experience, qualification, and location. #LI-Remote Salary range, depending on experience: $55,000—$60,000 USD