Customer Delivery Specialist

Job Description

REQUIREMENTS

• A bachelor’s degree in business, finance, or a related field
• 3-5 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 handoff customers to Customer Success once live.
  Occasional travel may be required.
• 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.

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