Partner Success Specialist

Upgrade is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. We were the fastest growing company in the Americas last year according to the Financial Times and Upgrade Card was the fastest growing credit card in America two years in a row. We have delivered over $33 billion in affordable and responsible credit to our 5.5M customers. The company is backed by some of the most prominent technology investors and was recently valued at $6.3B.

We have built an energizing, collaborative and inclusive culture where team members help each other, learn and innovate to move the company and its customers in the right direction, and own the outcome of their efforts.

Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, “Top Companies to work for in Arizona” and one of the "Best Engineering Department" awarded annually by Comparably. We've also received recognition for being a best company for Diversity, Women, Culture, and Veterans.

We are looking for new team members who get excited about designing and delivering new and better products to join a team of 1850 talented and dedicated professionals. Come work with us if you like to tackle big problems and make a meaningful difference in people's lives.

About This Role

As a Partner Success Specialist - you are key in driving the partner integration pipeline throughout onboarding, implementation and growth stages. You will work closely with members of the partner integration team to gather and prioritize requirements needed for development and support internal cross-functional processes to ensure that the merchants and Flex Pay are aligned for successful partnership.

The successful candidate has excellent project management skills with a quick aptitude for learning new and evolving technologies. The candidate will support complex integration projects that require multiple touch points and cross-functional coordination with internal teams and partners. The ideal candidate possesses strong communication skills with experience managing external relationships.

What You'll do:

• Support the integration process for a portfolio of partners across Travel and Retail industries. Responsibilities include, but are not limited to:
• Partnering with Account Managers in being the integration point of contact for merchant partners
• Initial discovery for integration compatibility
• Preparing kick-off meetings and materials for partners
• Gathering requirements for internal Engineering and cross-functional teams
• Creating workflow tickets to track ongoing integrations, partner discoveries and troubleshooting with partners as needed
• Work collaboratively with Integration team members and across the organization to improve processes and mitigate integration risks
• Own ongoing integration expansion and investigation for partners within your portfolio, which includes ongoing monitoring and validation to ensure the integration continues to work as expected
• Serve as escalation point for issues that impact the partner’s success (whether issues reported by the Account Management team or the partners directly)
• Support the management of Salesforce pipeline for the Partner Success team
• Use project management tools to track and communicate project status throughout the company
• Conduct new product feature demos for larger Commercial team when ready-for-market and collaborate with Product team on integration documentation of new features
• Assist in large scale company projects and own ad-hoc integration projects as needed (i.e. dev portal revamp, product documentation and knowledge transfer)

What We Look For:

• 2-3 years’ relevant experience in travel, travel technology or fintech industries
• Partnered with external stakeholders in a project management, account management, or customer support capacity, fostering strong relationships
• Demonstrated project management skills leading complex projects that require cross-functional collaboration
• Demonstrated business acumen decision-making skills; ability to identify, prioritize, and articulate highest impact initiatives
• Strong communication skills with the ability to facilitate meetings, present to all levels of the organization, deal with ambiguity and adapt to a fast-paced deadline-driven environment
• Methodical problem solving skills with a desire to continuously learn and improve the current structure
• Superior organizational and computer skills (Word, Excel, Powerpoint, G Suite, Atlassian)
• Ability to work independently with a keen attention to detail
• Aptitude for making organizational improvements to craft and implement new cutting-edge initiatives and processes

What We Offer You: 

• Competitive salary and stock option plan
• 100% paid coverage of medical, dental and vision insurance 
• Flexible PTO
• Opportunities for professional growth and development 
• Paid parental leave
• Health & wellness initiatives

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.