Responsibilities

• CLIENT ONBOARDING & SOLUTION SUPPORT: Ensure a positive experience for the client at the inception of the relationship with Merchant Centric. Reaffirm their decision to partner with Merchant Centric and make the initial launch of the partnership a smooth and efficient process for both the client and our internal teams.
• ANALYSIS: Analyze and interpret performance data to demonstrate the effectiveness of Merchant Centric solutions, uncover actionable insights, and showcase client successes. Use reporting to identify opportunities for clients to improve performance through deeper adoption of available solutions, and proactively coach clients on data-driven strategies for growth. Identify opportunities to increase revenue for Merchant Centric while positioning clients for long-term success.
• CLIENT SUPPORT / ONGOING EDUCATION: Ensure client satisfaction, retention and account growth. Helping clients to fully adopt the use of our products and solutions throughout their entire organization to help them attain business initiatives. Capture feedback from clients and provide insights to support teams to help with prioritization of product roadmap opportunities that lead to greater client retention and revenue growth. Gather positive feedback and success stories to support sales and marketing efforts.
• QUALITY ASSURANCE: Ensure Merchant Centric’s products and services are functioning to the client’s specifications and SLAs adhered to for client satisfaction and account retention. Escalate and trouble-shoot client requests with internal teams for a quick resolution.

Requirements

• Independent and able to thrive in a “remote” work setting
• Establish strong relationships with clients and build rapport throughout their organization to earn their trust and confidence
• Ability to confidently onboard and train clients via shared screen tools and conducted webinars
• Can manage multiple requests from clients and implement tasks for supporting teams to fulfill and process
• Passionate about consistently exceeding clients’ expectations and delivering Merchant Centric’s brand promise
• Monitor client needs through brand management assessments and touchpoint calls to deliver additional products and solutions
• Conduct quarterly, semi-annual and year-end evaluations as needed, opportunity calls to ensure clients are fully leveraging services and informed of new opportunities available to reach their goals
• Communicate regularly with the client to evaluate satisfaction and growing needs
• Exceptional communication skills (verbally and written) delivered in a timely manner
• Solid project management and organizational skills, with impeccable follow-through

Preferred

• Preferred: A degree in Marketing, Business, Analytics, or similar discipline
• Salesforce Experience is a plus
• Jira Experience is a plus