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NMI is a global leader in payment technologies that enables software and sales professionals to deliver payment innovations to their clients. 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.
In this role, you will be the main point of contact for assigned partners, building and maintaining strong relationships through consistent communication and proactive outreach. You'll provide guidance on merchant account submissions, onboarding requirements, pricing structures, equipment options, and partner programs. You'll act as the liaison between partners and underwriting teams to facilitate merchant application approvals, reviewing pending applications and identifying outstanding requirements.
Key responsibilities include coordinating with partners to obtain documentation needed to clear underwriting conditions, monitoring application status, and providing regular updates throughout the approval process. You'll escalate complex underwriting issues when necessary and advocate for timely resolution. You'll respond to partner inquiries regarding residual payouts, commissions, application status, pricing, equipment ordering, and general account support.
You'll investigate and resolve partner issues by collaborating with internal departments including Underwriting, Boarding, Risk, Technical Support, Finance, Operations, and Sales. You'll maintain accurate records of partner interactions and manage a portfolio of assigned partners, conducting regular outreach to encourage merchant account submissions and activations. You'll identify partners experiencing challenges and develop action plans to help them move forward.
You'll monitor partner activity and engagement metrics to identify growth opportunities and support partner success initiatives designed to increase merchant boarding volume. You'll work closely with internal teams to ensure a seamless partner experience, communicating partner feedback and trends to management. You'll participate in process improvement initiatives and assist with special projects as needed.
