Senior Customer Delivery Specialist
About The Position
The Senior Customer Delivery Specialist serves as a primary point of contact across Risk, Compliance, Product, Engineering, Customer Support, and Partner Success. The role leads customer kickoff sessions, defines requirements, guides customers through integration best practices, and supports operational and underwriting readiness. It also trains partners on platform functionality, reporting tools, integration flows, and merchant lifecycle processes, while building long-term customer trust and handing customers off to Customer Success once they are live. The specialist participates in calls, training, business reviews, and other internal and external customer activities to resolve problems and implement solutions that meet or exceed service expectations. The role educates customers on the Forte and CSG Payments product suite, APIs, terminals, gateways, and platform functionality; coordinates and escalates tickets to support timely resolution and customer satisfaction; and contributes to process improvements, playbooks, and team enablement, including mentoring peers on complex customer scenarios. Occasional travel may be required. This is a remote position in the United States. The stated salary range is $61,495.58–$98,390.87, and the role is eligible for a bonus opportunity.
Requirements
- 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 such as Salesforce or 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.
- Proficient in English in a business environment.
Nice To Haves
- Experience with government, healthcare, utilities, recurring billing, marketplace, or moderate-risk verticals.
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 and underwriting readiness.
- Train partners on platform functionality, reporting tools, integration flows, and merchant lifecycle processes.
- Build long-term trust with customers and hand them off to Customer Success once live.
- Participate in conference calls, training, business reviews, and other internal and external client activities to solve problems and implement solutions that meet or exceed service expectations.
- 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, escalating tickets as appropriate.
- Contribute to process improvements, playbooks, and team enablement.
- Mentor peers on complex customer scenarios.
- Occasional travel may be required.
Benefits
- Work from home.
- Employee Belonging Groups.
- Dental, medical, and vision healthcare.
- Paid vacation, volunteer, and holiday time off.
- Bonus opportunity.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
