Merchant Experience Manager

Wind River Payments•Madison, WI

16d

About The Position

The Merchant Experience Manager ( MXM ) leads the Relationship Managers and Merchant Support Specialists, and manages the associated daily operations . This includes operational responsibility for merchant ret ention processes and meeting the defined annual budgeted retention and sales goal s . This position assists the Director of Merchant Experience with merchant escalations , leading campaigns , and working collaboratively throughout the organization. T he MXM is responsible for continual skill development of the team, ongo ing coaching, and training, and oversight of tactical team responsibilities, including, but not limited to, successfully manag ing decision-maker level relations hips within the merchant portfolio , conducting strategic reviews, contract renewals, proactively managing ISV partner and merchant issues and opportunities, and monitoring trends throughout the portfolio. The MXM has defined operational metrics and goals related to the team 's daily activities , as well as goals for retention and relationship development of the top 20 WRP merchant accounts.

Requirements

A bachelor's degree, or an equivalent combination of education and related experience.
5 years of customer service management, retention management, and /or client management experience .
Technical proficiency in Microsoft Office and Internet .
Excellent verbal and written communication skills.

Nice To Haves

5 years of payments experience.
Technical proficiency in Salesforce
Strong client (merchant and bank) management skills.
Excellent negotiation and consultative selling skills.
Excellent project management and analytical problem-solving skills.
The ability to work independently, as part of a team, and to lead cross-functional team efforts.
Excellent team management, coaching and development skills.
Strong time management skills, and the ability to manage and prioritize multiple tasks.
The ability to identify , diagnose and solve client problems.
Sound financial judgment.

Responsibilities

Manage s the daily operations of the team, in order to ac hieve departmental goals , and continually improve per formance , an d processes . Thi s includes hiring/firing decisions, setting goals, mon itoring pe rformance metrics, training and development, coaching , and performance management.
Provides coaching, training, and leadership to all team members.
Assesses performance , provides appropriate feedback , and promotes team engagement.
Provides product, process, and sales training.
Develop s policies and procedures to ensure consistent , high quality customer service, leading to high customer retention rates.
Provide s support to the Relationship Managers and ISV Partner Support team when bringing on larger opportunities.
Reviews and approves all merchant communications distributed by marketing, operations, or vendor system applications.
Creates merchant communications, as necessary, and oversees the successful distribution.
Responsible for the overall client satisfaction and NPS results.
Produce s , analyze s and reports on Partner merchant segments, service levels , and team performance .
Identifies trends within the merchant portfolio and escalates, as necessary.
Manage s to the annual budget.
Own s achievement of the attrition metric, including implementing appropriate processes and monthly review of attrition trends and closures.
Works closely with RMs to ensure retention conversations are had and appropriate retention strategies are utilize d .
Develops relationships with decision makers at assigned accounts and top accounts within all RM portfolios.
Plan s , execute s , and monitor s the periodic strategic account reviews of the team to ensure they are conducted in an effective and timely manner.
Oversees and supports the RM team in consultatively selling solutions to existing merchants , as appropriate . This includes the ongoing enhancement of the team's consultative sales skills .
Oversee s and support s the RM team in c onduct ing pricing analyses and proact ively manag ing contrac ts/renewals .
Works closely with the ISV partner support and implementation teams.
Identifies ISV merchant trends and reports them to the ISV partner team.
Work s effectively across internal departments .
Leads merchant projects , including processing evaluations and complex integration conversions .
Keeps DMS updated on all areas of team performance.
Leads team meetings, coordinates meetings with other internal and external parties.
Escalation point for merchant complaints, internal blockers, and fe e waiver approvals.
Weekend monitoring for card tes ting notifications and system outages .
Approves timesheet and PTO for direct reports.
Ability to perform the essential functions of this role with or without accommodation .
Other duties as assigned.