This job identifies client needs, develops communication frameworks, establishes metrics, drives training programs, publishes insights, develops service offerings, refines issue management processes, establishes monitoring frameworks, champions customer advocacy, synthesizes feedback, identifies growth opportunities, and leads initiatives for merchant satisfaction.

Essential Responsibilities:

• Proactively identifies and addresses client needs by conducting regular check-ins and assessments, delivering tailored solutions that enhance their experience.
• Develops organizational communication frameworks that enhance transparency and alignment with merchants, ensuring a cohesive approach to client interactions.
• Establishes metrics and KPIs to measure client satisfaction and service effectiveness. Drives strategic initiatives that embed continuous improvement within the organization.
• Drives the development of comprehensive training programs for both clients and team members, ensuring high levels of product knowledge across the organization.
• Establishes thought leadership within the organization by publishing insights on industry trends and their implications for clients.
• Leads initiatives to develop innovative and customized service offerings based on thorough client insights and evolving market needs.
• Develops and refines processes for complex issue management, driving organizational excellence in problem resolution and enhancing client satisfaction.
• Establishes comprehensive monitoring frameworks that enhance service delivery and ensure optimal client experiences across the organization.
• Champions a culture of customer advocacy throughout the organization, ensuring that client perspectives are prioritized in all initiatives.
• Synthesizes merchant feedback into actionable insights, influencing broader account strategy and service improvements while presenting findings to senior leadership to drive organizational change.
• Strategically identifies and prioritizes high-impact growth opportunities that align with both merchant needs and business objectives, fostering strong relationships with key accounts.
• Leads comprehensive initiatives that consistently drive high levels of merchant satisfaction and long-term loyalty, including developing strategic partnerships and value-added services.

Expected Qualifications:

• 5+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.

Enterprise Servicing Specialist (ESS) Job Description  

The ESS provides outbound/proactive and inbound/reactive support, maintenance and consultation, providing assigned merchants with effective issue resolution within established SLAs, supporting merchant servicing actions and ensuring operational excellence to maximize merchant health.   

The individual acts as the first point of contact for all servicing requests and advocates for their assigned portfolio of accounts.   

Responsibilities: 

• Provide general (e.g., account configuration and transaction inquiries) and case (e.g., appeals request) account service 

• Educate merchant on product and account operations best practice (e.g., help answer specific product questions directly or by connecting to SMEs)  

• Drive continuous improvement in servicing metrics, including SLAs, ticket resolution, and operational contact volume and merchant satisfaction  

• Address compliance, risk, and regulatory documentation tasks (e.g., PCI DSS compliance) 

• Resolve merchant disputes/adjudications, including process documentation and communication 

• Monitor and be ultimately accountable for customer service completion on lower complexity servicing intents 

• Drive issue resolution for high complexity intents in partnership with specialist teams, Internal partners include Account Managers, Customer Service, Technical Account Managers, Pricing Operations, Finance, Risk, and Site Reliability Engineering.   

• Manage case reviews, provide account support and configuration, handle compliance and risk documentation 

  

Qualifications: 

• Bachelor’s degree or equivalent experience  

• Minimum 7 years in a Customer Servicing, Merchant Servicing, Account Management or Customer Success Manager, or another customer-facing role; 10+ years preferred 

• Experience delivering client-focused solutions that meet customer needs 

• Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) 

• Experience in Looker, Tableau, other data visualization tool, or willingness to learn 

• Prior payments industry experience preferred 

• Demonstrable ability to clearly communicate, compellingly present to, and successfully influence key stakeholders across functions 

• Experience successfully navigating matrixed, cross-functional team environments 

• Ability to work at pace and tenaciously pursue resolution of complex issues  

• Bias towards action and desire for continues learning and development