Merchant Success Manager
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About The Position
Under the direction of the Client Services Director, the Merchant Success Manager is responsible for day-to-day management departmental responsibilities in payments related merchant services. The Merchant Success Manager ensures superior client experience in all aspects involved in payment processing, ensuring customer and partner satisfaction. Plans and manages the day-to-day workload of all Merchant Success Team. Assign and delegate daily team tasks/projects to ensure they are performed accurately, professionally and in a timely manner. Responsible for the daily performance of the overall department including the onsite and remote teams. Ensures the department is providing and demonstrating first-class customer service/support via telephone, email, chat, and any future channel. Ensure daily service level reporting is delivered to department leadership. Ensuring optimal service levels in all aspects related to supporting merchants, partners and internal management staff. Monitor customer communications via calls/email/tickets/escalations and ensure workload balance, within department team members to adhere to predetermined SLA’s. Oversees the process of team members creating an accurate and complete record of all inquiries and issues handled. Providing coaching and feedback and constructive training to team members to ensure adherence to company policies, procedures and customer satisfaction. Exercising independent judgment, discretion and decision making related to department escalations and responsibilities. Leading periodic department meetings to discuss enhancements, procedures, product releases and training needs. Overseeing team member duties, including productivity, break and lunch schedules, attendance and overall individual and team performance. Ensuring team members are adhering to card brand compliance rules and regulations in addition to all company policies for the security and integrity of sensitive information. Leading periodic one-on-one meetings to discuss performance duties, evaluations, goals and disciplinary actions as needed. Develops, recommends and implements processes and/or strategies for quality assurance based on business forecasting and support needs. Monitoring team member phone calls to ensure company protocol is being followed and ensuring customer satisfaction. Acts as a subject matter expert in complex and/or escalated matters; suggests remedies and is the final line of resolution in escalated technical issues. Developing and sharing knowledge gained and supporting team, peers and leaders, as well ensuring proper onboarding and Level I and Level II training including dashboard demonstration, ticket and phone call side-by-side coaching, reviewing resource materials, and check-ins. Remains available as business needs require outside of regular work hours to monitor and support team. Delivering new policies and procedures as approved by Director. Leading specialized and complex projects on an as-needed basis as directed by Executive team. Other duties assigned.
