Merchant Success Manager

Patterson isnt just a place to work its a partner that cares about your success.

One of the distinguishing marks of our company is the talented people who embrace the people-first always advancing and results-driven culture. Professional growth abounds in this motivating environment. We value the diverse talents and experiences our employees bring to Patterson and believe that they build a stronger and successful organization.

Job Summary
The Merchant Success Manager acts as the primary liaison trusted advisor and subject matter expert for merchants using the Merchant Services platform. This position combines relationship management technical support coordination and account management oversight to ensure each merchant experiences smooth onboarding compliant operations and sustained growth through the platform.

Essential Functions

• Serve as the main point of contact for assigned merchants including direct communication with business owners and executives.

• Educate merchants on payment lifecycle processes funding schedules chargeback prevention and compliance obligations.

• Troubleshoot Tier 1 issues involving gateways terminals API integrations and settlement discrepancies in coordination with technical teams.

• Guide merchants through onboarding underwriting documentation and funding setup.

• Monitor merchant performance proactively identifying risks or optimization opportunities.

• Collaborate cross-functionally with Sales Risk Underwriting and Technical Support teams to ensure seamless service delivery.

• Maintain detailed records of merchant interactions resolutions and operational notes within CRM and ticketing systems.

• Contribute to training guides documentation and merchant resources.

• Represent merchant feedback to internal stakeholders to inform product and process improvements.

• Comply with Company and department policies and standards; performs other duties as assigned

Minimum Requirements

• Bachelors Degree or equivalent education and/or experience

• 2 years Account management experience

Preferred Requirements

• 3 years experience in payment processing merchant services or FinTech support

Skills and Abilities

• Proven ability to communicate confidently with business owners and C-suite decision makers.

• Strong understanding of card-present and card-not-present payment environments funding timelines and chargeback workflows.

• Exceptional analytical and problem-solving skills with attention to financial accuracy.

• Proficiency in CRM and case-management tools (experience with Zoho suite of tools preferred.).

• Familiarity with merchant onboarding KYC verification and risk monitoring.

• Knowledge of payment gateways POS hardware and SaaS integrations.

• Advanced Excel or data-reconciliation skills.

• Bilingual fluency in English and Spanish

Physical and Cognitive Demands

• Communicate/Hearing Frequently

• Communicate/Talking Frequently

• Learn New Tasks or Concepts Frequently

• Make Timely Decisions in the Context of a Workflow Frequently

• Complete Tasks Independently Constantly

• Maintain Focus Constantly

• Remember Processes & Procedures Constantly

• Stationary Position (Seated) Constantly

• Vision Constantly

• Hand/Eye Coordination Occasionally

• Bend Rarely

• Complete Tasks in a Noisy Environment Rarely

• Feeling/Grasping/Handling Rarely

• Move/Traverse Rarely

• Repetitive Motions Rarely

Working Environment

• Hazards Occasionally

Travel Requirements

• 0%

Whats In It For You:

We provide competitive benefits unique incentive programs and rewards for our eligible employees:

• Full Medical Dental and Vision benefits and an integrated Wellness Program

• 401(k) Match Retirement Savings Plan

• Paid Time Off (PTO)

• Holiday Pay & Floating Holidays

• Volunteer Time Off (VTO)

• Educational Assistance Program

• Full Paid Parental and Adoption Leave

• LifeWorks (Employee Assistance Program)

• Patterson Perks Program

The potential compensation range for this role is below. The final offer amount could exceed this range based on various factors such as candidate location (geographical labor market) experience and skills.

EEO Statement

Patterson provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy childbirth or other related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.