Customer Delivery Specialist, Sr

CSG Forte is seeking a Customer Delivery Specialist Sr to leverage CSG's product portfolio, processes, and services to address client business and technical challenges. This critical role involves leading the end-to-end onboarding experience for ISVs, ISOs, government entities, and enterprise merchants, ensuring a smooth transition from sales through go-live. The specialist will align internal teams, emphasizing technical fluency, project leadership, strong communication, and predictable delivery throughout the onboarding lifecycle.

Must Have

• 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.
• 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.
• 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.

Perks & Benefits

• Work from Home
• Employee Belonging Groups
• Healthcare: Dental, Medical, and Vision
• Paid Vacation, Volunteer, and Holiday Time Off

Hi, I'm Lolitta Tucker, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.

CSG Forte is looking to hire a Customer Delivery Specialist Sr, who will use the CSG product portfolio to maximize the value of associated processes, best practices, and services to resolve our client’s business and technical challenges. The Customer Delivery Specialist Sr plays a critical role in shaping the merchant and partner onboarding experience for our payment processing platform.

This role is responsible for leading end-to-end onboarding for ISVs, ISOs, government entities, and enterprise merchants, ensuring a seamless transition from sales → contracting → solutioning → implementation → go-live.

You will own the full onboarding lifecycle, aligning internal teams (Sales, Solution Engineering, Underwriting, Risk, Integrations, Product, and Support) to ensure a smooth, timely, and high-quality experience. This role will emphasize technical fluency, project leadership, strong communication, and predictable delivery.

We are looking for a Customer Delivery Specialist Sr 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 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.

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.
• Are proficient in English is 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!

#LI-Remote

Please submit your application at csgi.com/careers. Applications will be accepted for at least 5 days from original posting date.

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.

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.

$59,034.83-$94,454.89

This role is eligible for a bonus opportunity.

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 +1 (402) 431-7440 or email us at accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

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 their toughest business challenges and evolve to meet the demands of today's digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are.

Our culture is award-winning: CSG has been recognized a US News & World Report “Best Companies to Work For” for 2025-2026, a Newsweek “America’s Greatest Workplaces in Tech” for 2025 and “The Top Company in Technology for Women to Work” for 2025, among many others.