Merchant Success Manager

Patterson Dental Supply•Denton, TX

2d•$68,300 - $88,767

About The Position

Patterson isn't just a place to work, it's a partner that cares about your success. One of the distinguishing marks of our company is the talented people who embrace the people-first, always advancing, and results-driven culture. Professional growth abounds in this motivating environment. We value the diverse talents and experiences our employees bring to Patterson and believe that they build a stronger and successful organization. Job Summary The Merchant Success Manager acts as the primary liaison, trusted advisor, and subject matter expert for merchants using the Merchant Services platform. This position combines relationship management, technical support coordination, and account management oversight to ensure each merchant experiences smooth onboarding, compliant operations, and sustained growth through the platform.

Requirements

Bachelor's Degree or equivalent education and/or experience
2 years Account management experience
Proven ability to communicate confidently with business owners and C-suite decision makers.
Strong understanding of card-present and card-not-present payment environments, funding timelines, and chargeback workflows.
Exceptional analytical and problem-solving skills with attention to financial accuracy.
Proficiency in CRM and case-management tools (experience with Zoho suite of tools preferred.).
Familiarity with merchant onboarding, KYC verification, and risk monitoring.
Knowledge of payment gateways, POS hardware, and SaaS integrations.
Advanced Excel or data-reconciliation skills.
Bilingual fluency in English and Spanish
Communicate/Hearing Frequently
Communicate/Talking Frequently
Learn New Tasks or Concepts Frequently
Make Timely Decisions in the Context of a Workflow Frequently
Complete Tasks Independently Constantly
Maintain Focus Constantly
Remember Processes & Procedures Constantly
Stationary Position (Seated) Constantly
Vision Constantly
Hand/Eye Coordination Occasionally
Bend Rarely
Complete Tasks in a Noisy Environment Rarely
Feeling/Grasping/Handling Rarely
Move/Traverse Rarely
Repetitive Motions Rarely
Working Environment Hazards Occasionally

Nice To Haves

3 years experience in payment processing, merchant services, or FinTech support

Responsibilities

Serve as the main point of contact for assigned merchants, including direct communication with business owners and executives.
Educate merchants on payment lifecycle processes, funding schedules, chargeback prevention, and compliance obligations.
Troubleshoot Tier 1 issues involving gateways, terminals, API integrations, and settlement discrepancies in coordination with technical teams.
Guide merchants through onboarding, underwriting documentation, and funding setup.
Monitor merchant performance, proactively identifying risks or optimization opportunities.
Collaborate cross-functionally with Sales, Risk, Underwriting, and Technical Support teams to ensure seamless service delivery.
Maintain detailed records of merchant interactions, resolutions, and operational notes within CRM and ticketing systems.
Contribute to training guides, documentation, and merchant resources.
Represent merchant feedback to internal stakeholders to inform product and process improvements.
Comply with Company and department policies and standards; performs other duties as assigned