Customer success leader

Qualifications

• Strength in solution-based selling and relationship management skills
• Ability to work in a dynamic environment with competing priorities – able to shift focus based upon organizational needs
• Team player with demonstrated ability to execute across a cross-functional team
• Must be able to work independently
• Non queue based work environment
• Strong working knowledge of PC & internet-based applications
• Ability to leverage internal and external resources to create customer contact strategies (Hubspot, LinkedIn etc.)

Responsibilities

• is responsible for the education, retention, and growth of newly onboarded merchants from the Inside Sales Organization during the initial Opportunity launch and post launch support
• The OB is responsible for identifying opportunities or collaborate with Inside Sales partners, for proactive discussions with merchants regarding their business, growth strategies, and recommendations as to how Pay Theory can partner to help merchants increase profitability and meet business objectives
• Provide Merchant Education and Demonstrations to support success for managing users, reporting and settlement, Resolution Center, Fraud Filters, general transaction reviews
• Provide administrative support to Inside Sales for Onboarding merchants
• Manage customer growth and retention of merchants triggered by or referral, independently or in collaboration with assigned sales partner and integration teams
• Maintain portfolio of 60-80 merchants on a rolling 90 day basis
• Deliver against revenue targets for increasing/retaining Pay Theory’s share of total payment volume with the client either through recommended changes to the existing Pay Theory account or cross-selling Pay Theory as a payment and processing alternative for additional business silos owned or controlled by the merchant
• Partner to expand product penetration that are most applicable to merchant business model, industry, selling behaviors, and particular situation, as well as other elements of relationship management to create increased customer loyalty and stickiness
• Align on merchant integration quality and parity to assure consistent ability to combat external competitors and increase market share and conversions
• Understand the Pay Theory vision and strategy and leverage knowledge of ecommerce market, industry players and key competitors to win business
• Results-oriented to meet and exceed assigned financial and customer satisfaction goals
• Excellent internal and external communication skills – delivers presentations with solutions linking to business value

Job Description Summary :

The Onboarding Manager (OB) is responsible for the education, retention, and growth of newly onboarded merchants from the Inside Sales Organization during the initial Opportunity launch and post launch support. The OB is responsible for identifying opportunities or collaborate with Inside Sales partners, for proactive discussions with merchants regarding their business, growth strategies, and recommendations as to how Pay Theory can partner to help merchants increase profitability and meet business objectives.

Job Description:

• Provide Merchant Education and Demonstrations to support success for managing users, reporting and settlement, Resolution Center, Fraud Filters, general transaction reviews.
• Provide administrative support to Inside Sales for Onboarding merchants.
• Manage customer growth and retention of merchants triggered by or referral, independently or in collaboration with assigned sales partner and integration teams.
• Maintain portfolio of 60-80 merchants on a rolling 90 day basis.
• Deliver against revenue targets for increasing/retaining Pay Theory’s share of total payment volume with the client either through recommended changes to the existing Pay Theory account or cross-selling Pay Theory as a payment and processing alternative for additional business silos owned or controlled by the merchant.
• Partner to expand product penetration that are most applicable to merchant business model, industry, selling behaviors, and particular situation, as well as other elements of relationship management to create increased customer loyalty and stickiness
• Align on merchant integration quality and parity to assure consistent ability to combat external competitors and increase market share and conversions
• Understand the Pay Theory vision and strategy and leverage knowledge of ecommerce market, industry players and key competitors to win business
• Proficient in Pay Theory products and processes
• Strength in solution-based selling and relationship management skills.
• Results-oriented to meet and exceed assigned financial and customer satisfaction goals.
• Excellent internal and external communication skills – delivers presentations with solutions linking to business value.
• Understanding of what information is required from a merchant to create a value proposition and a merchant account plan.
• Ability to work in a dynamic environment with competing priorities – able to shift focus based upon organizational needs
• Team player with demonstrated ability to execute across a cross-functional team
• Must be able to work independently. Non queue based work environment.
• Strong working knowledge of PC & internet-based applications
• Ability to leverage internal and external resources to create customer contact strategies