Director, Relationship Management

Maverick Payments • The Woodlands, TX

5d • Hybrid

About The Position

Reporting to the AVP, Strategic Growth, the Director, Relationship Management is responsible for the strategic leadership, operational oversight, and performance of Maverick's Relationship Management function. This role leads the team responsible for ISO, Agent, and strategic partner satisfaction, retention, engagement, and growth across the acquiring portfolio. The Director builds and manages a high-performing relationship management organization that serves as the primary point of contact for partners throughout the lifecycle of the relationship. This position is responsible for developing and executing partner retention strategies, strengthening partner engagement, overseeing escalations, identifying portfolio growth opportunities, and ensuring an exceptional partner experience that supports portfolio health and revenue objectives. The Director collaborates closely with Sales, Portfolio Optimization, Risk, Underwriting, Product, Operations, Finance, Marketing, and Executive Leadership to align partner management initiatives with company goals while serving as a trusted advisor to key partners and internal stakeholders.

Requirements

• Bachelor’s degree in Business, Finance, Communications, Marketing, or related field; equivalent experience may be considered.
• 8-12 years of experience within the merchant services, payment processing, fintech, or acquiring industry.
• 5+ years of progressive leadership experience managing relationship management, partner relations, account management, customer success, or client service teams.
• Demonstrated experience leading managers and developing high-performing teams.
• Strong understanding of the ISO/Agent business model, merchant acquiring, portfolio management, pricing structures, chargebacks, risk considerations, and partner retention strategies.
• Proven success improving retention, satisfaction, portfolio performance, and revenue growth within a portfolio-based business environment.
• Experience utilizing CRM systems, reporting platforms, and portfolio management tools to drive data-driven decision-making.

Nice To Haves

• ETA CPP Certification.
• TSYS, Fiserv, Clover PPM, CBOS, Salesforce, HubSpot, or related CRM/platform experience.
• Experience leading multi-functional partner success, account management, or channel management organizations.
• Advanced knowledge of payment technologies, partner incentive programs, and portfolio analytics.

Responsibilities

• Directly oversee and provide strategic leadership for the Relationship Management department.
• Recruit, coach, mentor, and develop high-performing managers and team members while fostering a culture of accountability, collaboration, continuous improvement, and partner-centric service.
• Develop and execute comprehensive partner retention, engagement, satisfaction, and growth strategies aligned with company objectives and revenue goals.
• Maintain executive-level relationships with key ISO, Agent, and strategic partners, acting as a trusted advisor and primary point of escalation.
• Serve as the primary escalation point for complex partner service issues, pricing disputes, operational challenges, contractual concerns, and processing-related matters requiring executive intervention.
• Oversee partner lifecycle management initiatives, including onboarding support, portfolio reviews, proactive outreach, retention programs, and win-back strategies.
• Monitor partner portfolio performance, attrition trends, inactive account activity, revenue opportunities, and overall portfolio health.
• Identify and promote cross-sell, upsell, and portfolio expansion opportunities in partnership with Sales, Portfolio Optimization, Product, and Operations teams.
• Design and implement partner segmentation, engagement, and communication strategies to improve partner experience, loyalty, and portfolio performance.
• Establish, monitor, and report on departmental KPIs, SLAs, retention metrics, response times, partner satisfaction scores, account growth, and other performance indicators.
• Partner with Finance, Risk, and Portfolio Optimization teams to align relationship management activities with pricing initiatives, portfolio segmentation, and revenue optimization strategies.
• Lead regular business reviews with key partners and internal stakeholders to assess performance, identify opportunities, and align strategic initiatives.
• Develop and maintain departmental playbooks, service standards, training programs, and best practices to ensure consistency and excellence across all partner-facing interactions.
• Collaborate with Risk, Underwriting, Operations, Product, Marketing, Finance, Legal, and Executive Leadership to ensure alignment on strategic initiatives and partner needs.
• Analyze business trends, market conditions, partner feedback, and portfolio data to identify opportunities for operational improvement and business growth.
• Participate in strategic planning initiatives related to the ISO Channel and overall company growth objectives.
• Exercise independent judgment, discretion, and decision-making authority regarding departmental performance, staffing, escalations, and strategic initiatives.
• Present performance results, partner insights, portfolio trends, risks, and growth opportunities to executive leadership.
• Attend industry conferences, trade shows, association meetings, seminars, and partner events.
• Quarterly travel for leadership meetings, partner visits, and organizational gatherings.
• Represent Maverick while promoting the Company's products, programs, incentives, technology, and strategic initiatives.
• Support marketing initiatives designed to strengthen partner engagement and brand awareness.
• Assist with planning and coordination of partner meetings, executive events, off-site functions, and relationship-building activities.
• Participate in cross-functional committees and business improvement initiatives.
• Lead specialized strategic projects as assigned by Executive Leadership.
• Participate in organizational process improvement initiatives and cross-functional working groups.
• Support acquisitions, integrations, product launches, and other strategic business initiatives when applicable.
• Provide subject matter expertise related to ISO partnerships, relationship management, retention strategies, portfolio management, and partner experience.
• Support succession planning and leadership development initiatives within the ISO Channel organization.

Benefits

• Competitive Salary, Bonuses and Incentives.
• Comprehensive employer sponsored health, vision, and dental insurance programs.
• Paid time off, Paid Sick and Paid Holidays.
• 401K plan with up to a 4% matching contribution.
• Commitment to Career Development and Advancement.
• Employee Recognition Programs & Company Sponsored Events
• Vibrant Office Culture, Team Building, Birthdays, Work Anniversaries, Snacks, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Director