Senior Customer Delivery Specialist

The Customer Service and Support function is responsible for activities related to assisting, supporting, and resolving customers questions specific to products and services. The Customer Support area is responsible for assisting customers by providing information about products and/or services, answering questions, and resolving problems and issues. The Account Services focus specializes in directing the delivery of enterprise-level support and service activities for firm products and services. Develops support delivery strategy and related processes, escalation procedures and training. Identifies opportunities for support delivery improvements, cost reduction and value-add to the customer. We are looking for a Senior Customer Delivery Specialist who will: 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 participate 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. Is this opportunity right for you? We are looking for candidates who: Have a 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 (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. Proficient in English in a business environment. CSGer Perks & Benefits Work from Home Employee Belonging Groups Healthcare: Dental, Medical, and Vision Paid Vacation, Volunteer, and Holiday Time Off And so much more! Position Pay Range: This range represents the low and high end of the salary range for this position. Actual salaries will vary based on factors including but not limited to geographical location and experience. $61,495.58-$98,390.87 This role is eligible for a bonus opportunity. Location(s): United States Remote Accommodation: If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at View phone number on click.appcast.io or email us at View email address on click.appcast.io. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes. Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information. Our Guiding Principles Impact: Always help and empower others, whether they're colleagues or customers. When our employees set their minds to something, great things happen. Integrity: Do what's right for our customers and our people while being authentic. We treat everyone with trust and respect-that's just who we are. Inspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure. Our Story CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve t #J-18808-Ljbffr