Merchant Success Associate
Merchant Success Associate
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Job Description
Job Overview:
The Merchant Success Associate is responsible for managing and nurturing relationships with clients ensuring their satisfaction with our services and helping them maximize the value of our offerings. This role requires excellent communication skills a customerfocused mindset and the ability to manage multiple tasks while ensuring the best experience for clients.
Key Responsibilities:
Client Onboarding: Guide new clients through the onboarding process ensuring a smooth transition and providing necessary resources to help them get started.
Relationship Management: Build and maintain strong relationships with clients to understand their needs challenges and objectives.
ProblemSolving: Act as the first point of contact for clients with any concerns or issues working to resolve them in a timely and professional manner.
Product Expertise: Provide clients with guidance on how to best use the companys products/services to achieve their goals.
Customer Training: Conduct training sessions or webinars for clients ensuring they are fully equipped to use products/services effectively.
Data and Reporting: Monitor client usage track key metrics and provide regular updates to both clients and internal teams.
Renewals and Upselling: Identify opportunities for renewals product upsells and crosssells to expand the clients use of the companys offerings.
Client Feedback: Gather client feedback on products and services and communicate this information to the relevant teams for continuous improvement.
Collaboration: Work closely with Sales Marketing and Product teams to ensure client needs are met and company objectives are aligned.
Documentation: Maintain uptodate client records and interactions in the CRM system.
Qualifications :
Key KPIs
Mobile/Electronic Certified Revenue Growth
Merchant satisfaction score
Retention rate
Churn rate
Issue resolution time
Additional Information :
By proceeding with your application you are adhering to our PDPA policies. In case you are interested to know more read about our Candidates Personal Data Privacy Statement.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
