Job Summary

The Merchant Success Manager is responsible for a merchant's long-term retention and revenue growth. This role involves cultivating relationships with SMB business owners while helping them craft a successful partnership.

Demonstrate a broad scope including making operational improvements, troubleshooting product-related bugs, upselling incremental products and services, and ensuring high levels of satisfaction and retention on a book of accounts.

Responsibilities

1. Connect and collaborate with our existing merchant partners to understand their unique goals and priorities and help resolve current challenges to retain and grow our partners.
2. Communicate with merchants from your book of business by phone and email on an ongoing basis to monitor and support progress toward their goals.

Skill Set Required

1. 2 years of experience in sales account management roles increasing customer satisfaction, retention, and product adoption.
2. Creative, motivated, and passionate about sales account management.
3. Experience using Salesforce or similar CRM tools.
4. Experience using Google Sheets or Microsoft Excel and can maintain complex spreadsheets on an intermediate to proficient level.
5. Experience using Outreach or similar engagement tools.
6. Ability to demonstrate empathy with partners' needs and adapt to meet their unique goals.