The Merchant Solution Consultant & Operations Lead plays a pivotal role in ensuring merchants are onboarded effectively, reach value quickly, and experience a seamless transition post-go-live. This hybrid role combines merchant consulting, statement analysis, and ROI reporting with operational leadership focused on streamlining the onboarding process and resolving post-go-live issues efficiently. This individual will act as both a trusted advisor to merchants and an operational leader, collaborating across teams to optimize boarding efficiency, customer success, and overall merchant satisfaction.
Key Responsibilities
Merchant Consulting & ROI Optimization Conduct in-depth analysis of merchant processing statements, identifying cost drivers, fee structures, and savings opportunities. Develop and present customized ROI reports to merchants, showcasing value and financial impact. Provide ongoing consultative support, guiding merchants on best practices for optimizing payment processing.
Merchant Onboarding & Operational Oversight Manage the end-to-end merchant onboarding process, ensuring all documentation, underwriting, and compliance checks are completed accurately and on time. Serve as the primary contact for merchants throughout onboarding, ensuring a seamless transition to live processing. Identify and address potential bottlenecks in the boarding process, collaborating with internal teams (Sales, Underwriting, Compliance, and Support) to optimize workflows. Proactively monitor boarding milestones to ensure customers activate and use the system as quickly as possible.
Post-Go-Live Customer Success & Issue Resolution Work with customers post-go-live to ensure they quickly realize value from the system. Identify and troubleshoot customer issues that arise after activation, working closely with Customer Success, Support, and Operations teams to resolve them efficiently. Track common post-go-live pain points and develop best practices to improve the merchant experience. Act as an escalation point for operational issues, ensuring they are addressed quickly and do not impact merchant retention.
Process Improvement & Cross-Functional Collaboration Partner with Customer Success, Product, and Finance to develop and maintain customer health scorecards, ensuring proactive engagement and retention strategies. Work with Customer Success Operations to improve onboarding efficiency and enhance operational workflows. Provide insights and recommendations to Sales and Product teams, ensuring merchant needs are reflected in product development and go-to-market strategies. Help refine post-onboarding customer engagement strategies, ensuring merchants stay engaged and maximize their processing efficiency.
Reporting & Performance Monitoring Maintain detailed records of merchant interactions, onboarding progress, and post-go-live support cases in the CRM system. Generate regular reports for internal stakeholders, tracking onboarding efficiency, merchant activation rates, and resolution times for post-go-live issues. Identify trends in merchant challenges and onboarding delays, recommending process enhancements.