Partner Success Manager

FFB Bank-posted just now
Full-time • Mid Level
Fresno, CA
101-250 employees
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The Partner Success Manager is a key driver of operational excellence and partner success within FFB Bank’s payments business. This role is empowered to lead partner enablement, manage high-value relationships, and drive process improvements, thereby supporting the organization’s strategic business development objectives and enabling senior leadership to concentrate on long-term growth initiatives. The Partner Success Manager will collaborate closely with acquiring payment partners, direct referring partners, and internal teams to foster meaningful relationships and implement strategies that increase revenue and operational efficiency.

  • Serves as the primary owner of partner onboarding, enablement, and ongoing support, collaborating closely with the Operations team to develop standardized onboarding materials, streamline issue resolution, and implement operational improvements.
  • Establishes feedback loops with partners and internal teams to identify and address challenges and collaborates with leadership on strategic or complex matters.
  • Leads cross-functional projects related to payments, including new partner implementations and escalations, applying project management best practices and facilitating post-project reviews.
  • Coordinates internal teams for timely, high-quality delivery and mentors team members to build capability.
  • Prepares and presents quarterly partner business reviews and performance analytics for payments leadership, integrating automated data collection and qualitative feedback.
  • Establishes expanded reporting as needed and benchmarks partner performance against industry standards.
  • Identifies and recommends process improvements in partner management, reporting, and escalation workflows, implementing enhancements that drive efficiency.
  • Collaborates with internal teams to pilot new technologies, document workflows, and track outcomes to advance automation and operational quality.
  • Manages high-value partner relationships directly, ensuring satisfaction and retention.
  • Develops tailored engagement plans, monitors relationship health, proactively identifies cross-sell opportunities, and ensures alignment on the most strategic and complex relationships with leadership.
  • Represents the payments department at bank and community functions, promoting FFB Bank’s positive image and business interests.
  • Maintains a thorough understanding of bank procedures and all relevant banking regulations, ensuring operational standards are consistently met and improved.
  • Pursues ongoing professional development in payments technology, banking regulations, and customer service excellence, seeking certifications and training as appropriate.
  • Takes initiative to effect change through consensus building, negotiation, and conflict resolution and supports additional business activities as needed.
  • Embodies the TRAC Values and Critical Behaviors (Teamwork, Relationship, Authenticity, Commitment) as core principles, using them to guide daily interactions and decision-making.
  • Completes administrative tasks with a sense of urgency, including required Bank Compliance Training. Responds to internal and external inquiries via email, phone, or messaging platforms in a timely and professional manner. Positively represents the Bank through ethical conduct and community involvement.
  • Demonstrates an understanding of and commitment to EEO policies. Fosters a respectful, inclusive workplace by valuing cultural differences, preventing harassment of any kind, and supporting a diverse workforce.
  • Ensures adherence to all Bank policies, procedures, and processes, along with applicable state and federal laws, rules, and regulations, ensuring confidentiality and data privacy while carrying out AML/CFT (Anti-Money Laundering and Countering the Financing of Terrorism) responsibilities specific to the role.
  • Performs duties in an office or home office environment, involving tasks such as writing, typing, speaking, lifting moderate weights, and operating office equipment. The position requires physical activities like sitting, walking, and reaching. Reasonable accommodation can be made for individuals with disabilities to perform essential functions.
  • Travels up to 10%, including but not limited to attending company meetings, training sessions, and corporate events, with travel typically being regional or local based on business needs.
  • Bachelor’s degree from an accredited college or university in a relevant field (e.g., Business, Finance, or related) preferred. Advanced degree or relevant certifications (e.g., Certified Payments Professional, Project Management Professional)
  • Minimum 3–5 years of payments, merchant services, or fintech experience, with exposure to payment technology platforms, integrations, or partner enablement preferred.
  • Minimum 3–5 years of financial services experience; credit union experience is accepted as an alternative to traditional banking.
  • Minimum 3–5 years in customer-facing roles such as sales, account management, or technical support. Five or more years of demonstrated success in high-value client or partner management preferred.
  • Proficient analytical and problem-solving skills; capable of interpreting complex data and providing meaningful insights.
  • Proficiency with Microsoft Office Suite (Excel, Word, Outlook) required.
  • Effective oral, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to customers, vendors and employees.
  • Strong organizational and time management abilities with attention to detail.
  • Strong teamwork and relationship skills to lead collaborative efforts, foster alignment, and drive results across teams.
  • Ability to take initiative and impact change within the Bank through consensus building and conflict resolution.
  • Willingness to take on special projects and perform other duties as assigned, beyond core responsibilities, to support team and organizational needs.
  • Commitment to continuous learning and professional development to stay current with industry standards and best practices.
  • Ability to maintain authenticity and integrity in all professional interactions, ensuring trust and credibility with stakeholders.
  • Capable of managing multiple priorities and meeting deadlines in a dynamic environment.
  • Ability to work independently with minimal supervision and as part of a team.
  • Proven ability to adapt to changing priorities and procedures.
  • Current driver’s license and a vehicle with appropriate insurance coverage if required to drive while performing assigned duties and responsibilities.
  • Medical/Dental/Vision
  • Life Insurance
  • Paid Vacation
  • 401(k) Retirement Plan
  • Training & Development
  • Tuition Reimbursement
  • Employee Assistance Program
  • Internal Job Posting & Referral Program
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