Customer Success Manager

at  Merchant Industry

QUALIFICATIONS AND EXPERIENCE:

• Education:
• Bachelor?s Degree in Business Administration or related field preferred, or High School Diploma with equivalent experience.
• Experience:
• 4+ years of experience within the merchant services or credit card processing industry.
• Proven experience in managing direct reports.
• Knowledge of merchant onboarding processes and pricing models based on lending partners.
• Experience using CRM systems and/or ticketing systems.
• Skills:
• Strong leadership skills, with a track record of leading and motivating teams.
• Highly motivated, with a drive for personal and professional growth.
• Ability to manage multiple priorities, meet deadlines, and stay organized in a fast-paced environment.
• Proficiency in Microsoft Excel, including expertise with PivotTables and VLOOKUP.
• Strong data analytics skills.

• Team Leadership & Coordination:
• Manage the customer service team, ensuring all members are working at optimal levels.
• Provide 1:1 coaching, lead performance reviews, and motivate employees to ensure an engaged workforce.
• Partner with the support team based in India and coordinate joint training sessions.
• Merchant Onboarding & Support:
• Oversee the merchant onboarding process, ensuring compliance with banking partner requirements.
• Coordinate administrative duties, maintain reports, and monitor tasks associated with onboarding and pricing.
• Service Quality & Customer Interaction:
• Monitor the quality of customer interactions and assist with escalations to resolve issues effectively.
• Build strong relationships with merchants, banking partners, and cross-functional departments.
• Performance Tracking & Improvement:
• Track KPIs and metrics, and report on individual and departmental performance.
• Create and monitor SLAs to ensure that all tickets are handled promptly and efficiently.
• Continually assess and improve service levels while interacting with sales partners and merchants.
• Platform Management & Cross-Departmental Collaboration:
• Utilize various platforms for effective merchant management and support:
• CBOSS: TSYS Back-end Billing
• Onesource: TSYS Tax Reporting Forms
• Accessone: First Data Back-End Billing (North + Omaha)
• Merlink: TSYS Chargebacks
• BusinessTrak: First Data Chargebacks + FDPOS (Building out POS Terminals)
• Freshdesk: Merchant/ISO Incident Tickets
• Merchant Industry Merchant Portal: Merchant Customer Portal
• PCI Compliance Portal: Merchant Compliance Certification
• Client360: First Data Merchant Tickets
• MSC: First Data Merchant Maintenance Portal
• First Data Clients: First Data Knowledge Management Portal
• SOS: TSYS Merchant Tickets
• Valor Customer Portal: Merchant POS Terminal Maintenance Portal
• Freshchat: Merchant Chat Portal
• Merchant Industry ISO Portal: ISO Customer Portal
• Answerforce: Afterhours Message Portal
• Work closely with sales, support, and banking teams to optimize the customer experience and drive operational excellence.