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.

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.