Partner Success Specialist

Description:

At Fortis, we lead the way in next generation payment technologies and solutions. We transform payments into a competitive advantage for our clients and partners, enabling businesses to reach uncharted growth and scale. As the solution of choice for the future of payments, Fortis moves payments closer to invisible with a proprietary platform that supports and strengthens the payments capabilities of merchants and software partners. We are a collaborative team of innovators, problem solvers, and builders, committed to the growth of our clients, partners, and team members. Through award winning software integrations, robust data, and industry vertical and commerce expertise, we deliver the ultimate frictionless commerce experiences. We are in hyper growth mode and seeking talented, innovative, and collaborative problem solvers to help us build and scale the future of payments. Grow your career with us and be on the cutting edge of the rapidly expanding FinTech payments space.

The Partner Success Associate is responsible for supporting and growing a portfolio of software and channel partners by ensuring they are enabled, responsive, and successful on the Fortis platform. This role sits at the intersection of relationship management, onboarding, and day-to-day execution to help partners create remarkable payment experiences for their customers.

Key responsibilities

• Serve as a primary point of contact for an assigned portfolio of partners, responding to day-to-day questions and coordinating internal resources as needed.
• Support partner onboarding, including gathering requirements, coordinating internal teams, tracking implementation milestones, and ensuring a smooth go-live on the Fortis platform.
• Conduct regular check-ins and virtual training sessions to drive adoption of Fortis capabilities, tools, and best practices within partner organizations.
• Help partners leverage Fortis go-to-market assets (sales tools, marketing collateral, training content) to drive joint growth and optimize payment experiences for end merchants.
• Monitor partner health and performance using available reports and dashboards; flag risks, surface opportunities, and support preparation of business reviews for Partner Development/Success leadership.
• Collaborate closely with internal teams (Sales/BD, Implementations, Support, Product, Marketing, Risk) to resolve partner issues and remove operational blockers.
• Document and maintain partner configurations, processes, and playbooks to support scalable, repeatable partner success motions.
• Capture partner feedback and recurring themes, and channel them back to Product, Operations, and Leadership to improve Fortis’ partner experience.
• Support management of partner escalations by gathering context, coordinating investigation, and ensuring timely communication back to the partner.

Requirements:

Qualifications

• Bachelor’s degree in business, Communications, Marketing, or related field, or equivalent practical experience.[6][3]
• 1–3 years of experience in partner success, account management, customer success, operations, or similar client-facing role, preferably in payments, SaaS, or fintech.
• Strong organizational skills with the ability to manage multiple partners, tasks, and deadlines in a fast-paced environment.
• Excellent written and verbal communication skills, with comfort leading partner calls, trainings, and status updates.
• Proven track record of building positive working relationships with external partners and internal cross-functional teams.
• High attention to detail, follow-through, and ownership mindset; you take responsibility for outcomes, not just tasks.
• Comfort working with data and reports to identify trends, track performance, and inform recommendations.
• Interest in payments, embedded finance, and software-led growth, with a desire to grow into a more strategic partner-facing role over time.

Traits and working style

• Customer- and partner-obsessed, always looking for ways to make it easier to do business with Fortis.
• Proactive problem solver who anticipates issues, communicates early, and follows through until resolution.
• Team player who collaborates effectively with Sales, Product, Operations, and Support to deliver a cohesive partner experience.
• Adaptable and comfortable with change as Fortis scales and evolves its partner programs and embedded payments offerings.