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FFB Bank · 4 hours ago

Partner Success Manager

Fresno, CA

Full-time

Hybrid

Mid, Senior Level

$80K/yr - $110K/yr

3+ years exp

FFB Bank is a dynamic single-branch bank in Fresno, CA, dedicated to redefining the banking experience. The Partner Success Manager will drive operational excellence and manage partner relationships within the payments business, focusing on onboarding, support, and process improvements to enable strategic business development.

BankingFinanceFinancial Services

Responsibilities

Serves as the primary owner of partner onboarding, enablement, and ongoing support, collaborating closely with the Operations team to develop standardized onboarding materials, streamline issue resolution, and implement operational improvements

Establishes feedback loops with partners and internal teams to identify and address challenges and collaborates with leadership on strategic or complex matters

Leads cross-functional projects related to payments, including new partner implementations and escalations, applying project management best practices and facilitating post-project reviews

Coordinates internal teams for timely, high-quality delivery and mentors team members to build capability

Prepares and presents quarterly partner business reviews and performance analytics for payments leadership, integrating automated data collection and qualitative feedback

Establishes expanded reporting as needed and benchmarks partner performance against industry standards

Identifies and recommends process improvements in partner management, reporting, and escalation workflows, implementing enhancements that drive efficiency

Collaborates with internal teams to pilot new technologies, document workflows, and track outcomes to advance automation and operational quality

Manages high-value partner relationships directly, ensuring satisfaction and retention

Develops tailored engagement plans, monitors relationship health, proactively identifies cross-sell opportunities, and ensures alignment on the most strategic and complex relationships with leadership

Represents the payments department at bank and community functions, promoting FFB Bank’s positive image and business interests

Maintains a thorough understanding of bank procedures and all relevant banking regulations, ensuring operational standards are consistently met and improved

Pursues ongoing professional development in payments technology, banking regulations, and customer service excellence, seeking certifications and training as appropriate

Takes initiative to effect change through consensus building, negotiation, and conflict resolution and supports additional business activities as needed

Embodies the TRAC Values and Critical Behaviors (Teamwork, Relationship, Authenticity, Commitment) as core principles, using them to guide daily interactions and decision-making

Completes administrative tasks with a sense of urgency, including required Bank Compliance Training. Responds to internal and external inquiries via email, phone, or messaging platforms in a timely and professional manner. Positively represents the Bank through ethical conduct and community involvement

Demonstrates an understanding of and commitment to EEO policies. Fosters a respectful, inclusive workplace by valuing cultural differences, preventing harassment of any kind, and supporting a diverse workforce

Ensures adherence to all Bank policies, procedures, and processes, along with applicable state and federal laws, rules, and regulations, ensuring confidentiality and data privacy while carrying out AML/CFT (Anti-Money Laundering and Countering the Financing of Terrorism) responsibilities specific to the role

Performs duties in an office or home office environment, involving tasks such as writing, typing, speaking, lifting moderate weights, and operating office equipment. The position requires physical activities like sitting, walking, and reaching. Reasonable accommodation can be made for individuals with disabilities to perform essential functions

Travels up to 10%, including but not limited to attending company meetings, training sessions, and corporate events, with travel typically being regional or local based on business needs

Qualification

Payments experiencePartner managementProject managementAnalytical skillsMicrosoft Office SuiteCommunication skillsOrganizational skillsTeamworkInitiativeAdaptability

Required

Minimum 3–5 years of financial services experience; credit union experience is accepted as an alternative to traditional banking

Minimum 3–5 years in customer-facing roles such as sales, account management, or technical support

Proficient analytical and problem-solving skills; capable of interpreting complex data and providing meaningful insights

Proficiency with Microsoft Office Suite (Excel, Word, Outlook) required

Effective oral, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to customers, vendors and employees

Strong organizational and time management abilities with attention to detail

Strong teamwork and relationship skills to lead collaborative efforts, foster alignment, and drive results across teams

Ability to take initiative and impact change within the Bank through consensus building and conflict resolution

Willingness to take on special projects and perform other duties as assigned, beyond core responsibilities, to support team and organizational needs

Commitment to continuous learning and professional development to stay current with industry standards and best practices

Ability to maintain authenticity and integrity in all professional interactions, ensuring trust and credibility with stakeholders

Capable of managing multiple priorities and meeting deadlines in a dynamic environment

Ability to work independently with minimal supervision and as part of a team

Proven ability to adapt to changing priorities and procedures

Current driver's license and a vehicle with appropriate insurance coverage if required to drive while performing assigned duties and responsibilities

Preferred

Bachelor's degree from an accredited college or university in a relevant field (e.g., Business, Finance, or related)

Advanced degree or relevant certifications (e.g., Certified Payments Professional, Project Management Professional)

Minimum 3–5 years of payments, merchant services, or fintech experience, with exposure to payment technology platforms, integrations, or partner enablement

Five or more years of demonstrated success in high-value client or partner management