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
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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
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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.
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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 intern