Customer Delivery Specialist Sr - Payments
About The Position
CSG is looking for a Customer Delivery Specialist Sr who will serve as the primary point of contact across Risk, Compliance, Product, Engineering, Customer Support, and Partner Success. This role involves leading kickoff sessions, defining requirements, guiding customers through integration best practices, and supporting operational/underwriting readiness. The specialist will train partners on platform functionality, reporting tools, integration flows, and merchant lifecycle processes, and build long-term trust before handing off customers to Customer Success once live. The role requires active participation in conference calls, training, and business reviews with internal and external clients to problem-solve and implement solutions, ensuring client expectations for service and support are met or exceeded. The specialist will educate customers on the Forte and CSG Payments product suite, APIs, terminals, gateways, and platform functionality, coordinate tickets for timely resolution and customer satisfaction, and escalate tickets as appropriate. Additionally, the role involves contributing to process improvements, playbooks, and team enablement, as well as mentoring peers on complex customer scenarios. Occasional travel may be required.
Requirements
- A bachelor’s degree in business, finance, or a related field
- 5-8+ years of experience in payments, PayFac, merchant acquiring, fintech, or SaaS onboarding roles.
- Proven success managing onboarding or implementation projects for ISVs, ISOs, government merchants, or enterprise merchants.
- Strong understanding of APIs, payment terminals, gateways, compliance frameworks, and payment operations.
- Working knowledge of CRM tools (Salesforce, HubSpot), onboarding platforms, ticketing systems, and project management tools.
- Ability to translate complex payment workflows into clear customer guidance.
- Excellent project management skills with the ability to manage multiple complex implementations simultaneously.
- Experience with government, healthcare, utilities, recurring billing, marketplace, or moderate-risk verticals.
- Are proficient in English in a business environment.
Responsibilities
- Serve as the primary point of contact across Risk, Compliance, Product, Engineering, Customer Support, and Partner Success.
- Lead kickoff sessions, define requirements, guide customers through integration best practices, and support operational/underwriting readiness.
- Train partners on platform functionality, reporting tools, integration flows, and merchant lifecycle processes.
- Build long-term trust and hand off customers to Customer Success once live.
- Actively participates in conference calls, training, business reviews as well as other activities with both internal and external clients to problem solve and implement solutions to ensure we meet and or exceed our client’s expectations for service and support.
- Educate customers on the Forte and CSG Payments product suite, APIs, terminals, gateways, and platform functionality.
- Coordinate tickets to ensure timely resolution and customer satisfaction.
- Escalate tickets, as appropriate.
- Contribute to process improvements, playbooks, and team enablement; mentor peers on complex customer scenarios.
Benefits
- Work from Home
- Employee Belonging Groups
- Healthcare: Dental, Medical, and Vision
- Paid Vacation, Volunteer, and Holiday Time Off
- bonus opportunity
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What This Job Offers
Job Type
Full-time
Career Level
Senior
