Job DescriptionThe 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 Responsibilities1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
QualificationsEducation & 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.
Additional InformationThis posting is for an existing vacancy. We use AI-enabled tools to assist with screening and assessing applications. All hiring decisions are reviewed and made by humans.
Rewards & 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.
Smart Work at Quadient At Quadient, our Smart Work approach fosters connection, collaboration, and innovation while offering flexibility based on role requirements. Whether on-site, hybrid, or remote, our work environments are designed to support productivity and engagement. Hybrid employees balance remote and in-office work, on-site roles contribute daily to our vibrant workplace culture, and remote employees stay connected through virtual collaboration and in-person events. No matter where you work, you'll be part of a dynamic, people-first community that drives success together.
