Partner Success Specialist

Monex USA•Washington, DC

1d•$60,000 - $75,000•Hybrid

About The Position

Monex is seeking a Partner Success Specialist to support referral partners and their clients throughout the customer lifecycle. This role serves as a key point of contact for partner and client inquiries, onboarding, account support, and service needs while collaborating with Sales, Compliance, Operations, Trading, IT, and other internal teams to deliver a seamless client experience. The ideal candidate is highly organized, client-focused, and proactive, with strong communication and problem-solving skills and experience in financial services, payments, banking, or a similar regulated environment.

Requirements

Bachelor’s degree in Business, Finance, Communications, Marketing, or a related field.
2–4 years of experience in customer success, client services, account management, partner support, customer support, or a related client-facing role.
Prior experience within a regulated financial services institution, payments company, bank, credit union, money services business, or similar environment.
Strong written and verbal communication skills, with the ability to build credibility and trust with partners, clients, and internal teams.
Exceptional organizational skills and a high level of attention to detail.
Ability to manage multiple priorities and work effectively in a fast-paced, team-oriented environment.
Strong problem-solving skills with a proactive, customer-focused mindset.
Experience working with CRM platforms, business applications, and Microsoft Office, including Excel and Outlook.

Nice To Haves

Experience in financial services, payments, banking, fintech, or the foreign exchange industry.
Working knowledge of data security, AML, KYC, regulatory, and compliance requirements.
Experience supporting referral partner, channel partner, or strategic partner programs.
Experience conducting client onboarding and training.
Working proficiency in Spanish or French is not required but would be considered an asset.

Responsibilities

Serve as a primary day-to-day contact for partners and clients, responding to calls, emails, and service requests in a timely and professional manner.
Provide updates on onboarding, account changes, transaction inquiries, service requests, and issue resolutions.
Investigate and troubleshoot partner and client inquiries, escalating complex or high-priority matters as needed.
Coordinate with Sales, Compliance, Operations, Trading, IT, and back-office teams to support a seamless client experience.
Support partner-referred client onboarding, including documentation collection, KYC/AML coordination, account setup, and follow-up on outstanding requirements.
Assist partners with maintaining accurate client records, including online users, payment instructions, beneficiary entities, and CRM or operational system data.
Assist with partner training materials, support documentation, user guides, platform adoption, and education on markets and internal procedures.
Conduct proactive outreach to strengthen engagement, support growth and retention efforts, and identify at-risk or inactive relationships.
Gather partner feedback and share trends, concerns, and improvement opportunities with management.
Assist with partner reporting, service metrics, client activity tracking, meetings, communications, campaigns, and service announcements.
Support testing, implementation, workflow improvements, documentation updates, and departmental projects as assigned.