Director, Partner Relations & Growth

Maverick Payments; Town Center (TX); Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

Health insurance

401K with company match

Bonuses and incentives

Career development

Job summary

Maverick Payments is hiring a Director, Relationship Management to lead the partner-facing organization, ensuring retention, engagement, and growth across the portfolio. You will foster executive-level relationships with ISO, Agent, and strategic partners, and drive cross-functional collaboration to optimize revenue and portfolio health.

You will develop strategies, mentor managers, and oversee escalation processes while aligning with Sales, Risk, and Product teams.

Qualifications

• Bachelor’s degree in Business, Finance, Communications, Marketing, or related field; equivalent experience may be considered.
• 8-12 years of experience within the merchant services, payment processing, fintech, or acquiring industry.
• 5+ years of progressive leadership experience managing relationship management, partner relations, account management, customer success, or client service teams.
• Demonstrated experience leading managers and developing high-performing teams.
• Strong understanding of the ISO/Agent business model, merchant acquiring, portfolio management, pricing structures, chargebacks, risk considerations, and partner retention strategies.
• Proven success improving retention, satisfaction, portfolio performance, and revenue growth within a portfolio-based business environment.
• Experience utilizing CRM systems, reporting platforms, and portfolio management tools to drive data-driven decision-making.

Responsibilities

• Oversee and provide strategic leadership for the Relationship Management department.
• Recruit, coach, mentor, and develop high-performing managers and team members while fostering a culture of accountability, collaboration, continuous improvement, and partner-centric service.
• Develop and execute comprehensive partner retention, engagement, satisfaction, and growth strategies aligned with company objectives and revenue goals.
• Maintain executive-level relationships with key ISO, Agent, and strategic partners, acting as a trusted advisor and primary point of escalation.
• Serve as the primary escalation point for complex partner service issues, pricing disputes, operational challenges, contractual concerns, and processing-related matters requiring executive intervention.
• Oversee partner lifecycle management initiatives, including onboarding support, portfolio reviews, proactive outreach, retention programs, and win-back strategies.
• Monitor partner portfolio performance, attrition trends, inactive account activity, revenue opportunities, and overall portfolio health.
• Identify and promote cross-sell, upsell, and portfolio expansion opportunities in partnership with Sales, Portfolio Optimization, Product, and Operations teams.
• Design and implement partner segmentation, engagement, and communication strategies to improve partner experience, loyalty, and portfolio performance.
• Establish, monitor, and report on departmental KPIs, SLAs, retention metrics, response times, partner satisfaction scores, account growth, and other performance indicators.
• Partner with Finance, Risk, and Portfolio Optimization teams to align relationship management activities with pricing initiatives, portfolio segmentation, and revenue optimization strategies.
• Lead regular business reviews with key partners and internal stakeholders to assess performance, identify opportunities, and align strategic initiatives.
• Develop and maintain departmental playbooks, service standards, training programs, and best practices to ensure consistency and excellence across all partner-facing interactions.
• Collaborate with Risk, Underwriting, Operations, Product, Marketing, Finance, Legal, and Executive Leadership to ensure alignment on strategic initiatives and partner needs.
• Analyze business trends, market conditions, partner feedback, and portfolio data to identify opportunities for operational improvement and business growth.
• Participate in strategic planning initiatives related to the ISO Channel and overall company growth objectives.
• Exercise independent judgment, discretion, and decision-making authority regarding departmental performance, staffing, escalations, and strategic initiatives.
• Present performance results, partner insights, portfolio trends, risks, and growth opportunities to executive leadership.
• Attend industry conferences, trade shows, association meetings, seminars, and partner events.
• Quarterly travel for leadership meetings, partner visits, and organizational gatherings.
• Represent Maverick while promoting the Company's products, programs, incentives, technology, and strategic initiatives.
• Support marketing initiatives designed to strengthen partner engagement and brand awareness.
• Assist with planning and coordination of partner meetings, executive events, off-site functions, and relationship-building activities.
• Participate in cross-functional committees and business improvement initiatives.

Skills

Leadership experience

Relationship management

Strategic thinking

Negotiation

Data-driven decision making

Portfolio management

Education

Bachelor’s degree in Business, Finance, Communications, Marketing, or related field

Equivalent experience

Tools

CRM systems

Reporting platforms

Portfolio management tools

Salesforce

HubSpot

Job description

Maverick Payments is hiring a Director, Relationship Management to lead the partner-facing organization, ensuring retention, engagement, and growth across the portfolio. You will foster executive-level relationships with ISO, Agent, and strategic partners, and drive cross-functional collaboration to optimize revenue and portfolio health.

You will develop strategies, mentor managers, and oversee escalation processes while aligning with Sales, Risk, and Product teams.