Merchant Solution Consultant

About the Role

The Merchant Solution Consultant & Operations Lead plays a pivotal role in ensuring merchants are onboarded effectively, reach value quickly, and experience a seamless transition post-go-live. This hybrid role combines merchant consulting, statement analysis, and ROI reporting with operational leadership focused on streamlining the onboarding process and resolving post-go-live issues efficiently. This individual will act as both a trusted advisor to merchants and an operational leader, collaborating across teams to optimize boarding efficiency, customer success, and overall merchant satisfaction.

Key Responsibilities

• Merchant Consulting & ROI Optimization:
  • Conduct in-depth analysis of merchant processing statements, identifying cost drivers, fee structures, and savings opportunities.
  • Develop and present customized ROI reports to merchants, showcasing value and financial impact.
  • Provide ongoing consultative support, guiding merchants on best practices for optimizing payment processing.
• Merchant Onboarding & Operational Oversight:
  • Manage the end-to-end merchant onboarding process, ensuring all documentation, underwriting, and compliance checks are completed accurately and on time.
  • Serve as the primary contact for merchants throughout onboarding, ensuring a seamless transition to live processing.
  • Identify and address potential bottlenecks in the boarding process, collaborating with internal teams (Sales, Underwriting, Compliance, and Support) to optimize workflows.
  • Proactively monitor boarding milestones to ensure customers activate and use the system as quickly as possible.
• Post-Go-Live Customer Success & Issue Resolution:
  • Work with customers post-go-live to ensure they quickly realize value from the system.
  • Identify and troubleshoot customer issues that arise after activation, working closely with Customer Success, Support, and Operations teams to resolve them efficiently.
  • Track common post-go-live pain points and develop best practices to improve the merchant experience.
  • Act as an escalation point for operational issues, ensuring they are addressed quickly and do not impact merchant retention.
• Process Improvement & Cross-Functional Collaboration:
  • Partner with Customer Success, Product, and Finance to develop and maintain customer health scorecards, ensuring proactive engagement and retention strategies.
  • Work with Customer Success Operations to improve onboarding efficiency and enhance operational workflows.
  • Provide insights and recommendations to Sales and Product teams, ensuring merchant needs are reflected in product development and go-to-market strategies.
  • Help refine post-onboarding customer engagement strategies, ensuring merchants stay engaged and maximize their processing efficiency.
• Reporting & Performance Monitoring:
  • Maintain detailed records of merchant interactions, onboarding progress, and post-go-live support cases in the CRM system.
  • Generate regular reports for internal stakeholders, tracking onboarding efficiency, merchant activation rates, and resolution times for post-go-live issues.
  • Identify trends in merchant challenges and onboarding delays, recommending process enhancements.

Qualifications

• Education & Experience:
  • Bachelor's degree in Business, Finance, Accounting, or a related field, or equivalent work experience in payments, customer success, or operations.
  • 7+ years of experience in merchant services, payment processing, customer onboarding, or a related role.
  • Strong background in merchant onboarding, account setup, and customer success operations.
  • Experience with merchant statement analysis, interchange rates, and ROI reporting.
• Technical Skills:
  • Proficiency in payment processing platforms, merchant boarding systems, and CRM tools (e.g., Salesforce).
  • Strong Excel/data analysis skills for financial reporting and onboarding tracking.
  • Familiarity with process optimization tools and workflow automation.
• Soft Skills:
  • Strong problem-solving and analytical abilities, with a focus on continuous improvement.
  • Excellent communication and interpersonal skills, capable of engaging both merchants and internal teams effectively.
  • Ability to manage multiple priorities, ensuring smooth onboarding while resolving post-go-live challenges promptly.
  • Customer-focused mindset, driven to reduce friction in onboarding and ensure seamless merchant activation.

Key Performance Indicators (KPIs)

• Time-to-Value: Speed at which merchants complete onboarding and actively begin processing.
• Onboarding Efficiency: Percentage of merchants completing the process within defined SLAs.
• Post-Go-Live Issue Resolution: Average time taken to resolve merchant challenges after activation.
• Merchant Retention & Satisfaction: Engagement and retention rates following onboarding.
• Statement Analysis & Cost Optimization: Success in identifying and delivering cost-saving opportunities.

Benefits

• Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.
• Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.
• Inclusive Community: Join our Empowered Communities and engage in our Philanthropy program.
• Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.
• Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.