OVERVIEW

The Merchant Services Relationship Manager is responsible for building and maintaining strong relationships with our merchant customers. This is a proactive, customer-facing role focused on driving engagement, increasing transaction volume, and ensuring merchants continue to see value from our platform. While the support team handles setup and troubleshooting, this role focuses on relationship building, retention, and account growth.

QUALIFICATIONS

· 2+ years in merchant services or electronic payments.
· Knowledge of credit card processing, ACH, and PCI compliance.
· Strong interpersonal and communication skills — confident on the phone and in video calls.
· Experience working with payment platforms, gateways, and processors.
· Comfortable analyzing basic reporting and drawing actionable insights.
· A proactive, sales-oriented mindset with a focus on customer satisfaction and retention.

· Serve as the main point of contact for a portfolio of active merchant customers.
· Analyze transaction activity and usage trends to identify upsell or optimization opportunities.
· Conduct regular check-ins to ensure merchants are satisfied, engaged, and maximizing our solutions.
· Present additional features or services that may benefit the merchant’s business.
· Build trust and maintain strong, ongoing relationships with decision-makers and merchant staff.
· Act as a liaison between the merchant and internal teams (support, operations, risk) to ensure smooth service.
· Respond to merchant concerns with urgency and professionalism, escalating internally when necessary.
· Monitor account performance using internal dashboards and reporting tools.
· Provide merchants with usage insights and recommendations to help improve payment operations.
· Maintain account notes, activities, and opportunities in CRM.
· Support onboarding by reinforcing value and maintaining momentum post-sale.
· Identify merchants at risk of inactivity or churn and implement re-engagement strategies.
· Collaborate with the sales team on campaigns and expansion initiatives.