Customer Success Specialist

At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.

The Customer Success Specialist is responsible for supporting revenue generating teams, carrying out processes to support sales and account management activity, and carrying out processes to meet organizational requirements, directly and indirectly engaging with prospects and customers. This role involves working closely with cross-functional teams, leadership, and internal and/or external stakeholders. The ideal candidate will possess a strong background in sales support, prospect and client engagement, and a deep understanding of the commercial payments landscape.

About This Role:

Strategic Commercial Payments Proposal and Presentation Development:

• Work with business development and marketing teams to develop and maintain templates for proposals and presentations and to define proposal and presentation strategy, aligning with prospect needs and priorities.
• Collaborate with cross-functional teams to gather information needed for proposals and presentations.
• Manage the development, review, and revision of proposals and presentations, ensuring alignment with strategic objectives and client requirements.

Develop Materials for Commercial Payments Client Reviews:

• Work with relationship management and marketing teams to develop and maintain templates for reviews and to define review strategy, aligning with client needs and priorities.
• Collaborate with cross-functional teams to gather information needed for reviews.
• Manage the development, review, and revision of proposals and presentations, ensuring alignment with strategic objectives and client requirements.

Contract Administration:

• Work with legal teams to use templates and follow processes needed to compose agreements.
• Meet SLAs for timely composition of agreements.
• Coordinate agreement draft reviews with implementations teams.
• Monitor agreement completion and engage internal and external stakeholders as needed.

Managing Limit Reviews for Commercial Card, ACH, Remote Deposit Capture and other Commercial products:

• Maintain schedule of limit review activity.
• Work with commercial credit teams to define requirements, communicate progress and manage review processes.
• Engage customers directly and indirectly through relationship managers to gather required information.
• Document activity in Salesforce.

Managing Organizational Requests for Information from Finance, Risk and Compliance Teams:

• Maintain tracker of requests.
• Work with risk teams to define requirements, communicate progress and manage review processes.
• Engage customers and marketing partners directly and indirectly through relationship managers to gather required information.
• Document activity in Salesforce.

Assisting Sales Teams with Support Requests

• Research existing customer account setups and applicable product solutions.
• Receive requests for adjustments to existing products and services.
• Engage customers and marketing partners directly and indirectly through relationship managers to gather required information.
• Submit Salesforce support cases and monitor completion.

Project Management & Execution:

• Assist with planning, execution, and delivery of strategic projects in the commercial payments team related to Weiland, FI Partner Initiatives, Strategic Implementations, Issue Resolution, Supplier.
• Adhere to detailed project plans, timelines, and budgets (where applicable).
• Work with technology and product to deliver enhancements and complete projects.
• Monitor and track project progress, identifying and mitigating risks and issues.

Risk Management and Compliance

• Manage research, information gathering and action plans in relation to audits impacting Commercial Payments
• Manage projects related to compliance requirements
• Identify and mitigate potential risks or issues that may impact client satisfaction or business outcomes.
• Ensure compliance with company policies, procedures, and contractual obligations in all internal or external client interactions and transactions.
   

Professional Development:

• Stay abreast of industry trends, market developments, and best practices in sales.
• Seek opportunities for professional development and skills enhancement to continuously improve performance and effectiveness in the role.

Other duties as assigned by leadership

The Ideal Candidate for This Role:

Qualifications:

• 2+ years relevant experience Commercial Payments operations, support or sales.
• Proficiency with Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
• Proficiency in CRM software and other relevant tools.

Additional Requirements:

• Strong analytical skills and attention to detail.
• Excellent communication, negotiation, and interpersonal skills.
• Results-oriented mindset with a focus on driving business growth and exceeding targets.
• Ability to thrive in a fast-paced, dynamic work environment.
• Commitment to continuous learning and professional development.
• Experience managing processes involving multiple stakeholders.

Desired:

• Bachelor’s Degree
• Treasury, Global Banking, Merchant and FinTech experience
• Salesforce experience

Candidates must possess unrestricted work authorization and not require future sponsorship.

Compensation:

Compensation range (base pay): $62,047.00-$102,377.00

This role may have a specific starting pay within this range.

Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level.

Work Environment:

This position is open to remote candidates, reflecting our commitment to attracting exceptional talent regardless of geography. We've designed a flexible work arrangement that adapts to your geographic location. For candidates residing within 30 miles of the primary posted location, this position requires onsite presence three (3) days a week. For those beyond this radius, embrace the freedom to contribute to our mission remotely while maintaining strong team connections. Regardless of your location, you'll be fully integrated into our team through robust digital collaboration tools and regular communication. Please note that work location is subject to change based on business needs.

Benefits Overview:

We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:

• Medical, Dental, Vision Insurance

• 401k, With Matching Contributions

• Time Off Programs

• Health Savings Account (HSA)/Dependent Care

• Employee Banking

• Growth Opportunities

• Tuition Assistance

• Short-Term/Long-Term Disability Insurance

Learn more about FNBO benefits here: https://www.fnbo.com/careers/benefits/.

For additional information regarding compensation and benefits, e-mail FNBO at [email protected]. To ensure you receive a response, include the number of this job (listed below) in the subject line of your message.

Job number: R-20250983

Equal Opportunity & Belonging:

FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selves—no matter their role or where they are in their journey.

Learn more here.

FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.

Click here to download 'EEO is The Law' Self-Print Poster

Click here to download 'EEO is The Law' Supplement for Federal Contractors

Click here to download 'EEO is The Law' GINA Supplement

FNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDIC

FNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants)

Application Deadline:

All our jobs will be posted for a minimum of 5 calendar days.  Job postings may come down prior to 5 calendar days based on volume of applicants.