Merchant Onboarding Specialist

Job Description

REQUIREMENTS

• Proven experience in client services or account management within SaaS or financial services industries.
• Strong project management skills with the ability to coordinate multiple tasks simultaneously while maintaining attention to detail.
• Proficiency with Salesforce Cloud, CRM systems, Microsoft Office Suite, and order processing tools.
• Excellent communication skills—both verbal and written—with a focus on clear client interaction and internal collaboration.
• Demonstrated ability to analyze data for informed decision-making and process optimization.
• Experience managing customer accounts and delivering high-quality customer service solutions.
• Familiarity with marketing strategies and analysis techniques is a plus.
• Ability to thrive in a fast-paced environment with a proactive approach to problem-solving.

RESPONSIBILITIES

• Manage the end-to-end onboarding process for new merchants, coordinating with sales, marketing, technical teams, and client services to ensure timely and accurate setup.
• Utilize Salesforce CRM and other order processing tools to track onboarding progress, update client records, and maintain comprehensive documentation.
• Collaborate across departments to streamline workflows, resolve onboarding issues, and enhance the overall client experience through effective internal communication.
• Conduct detailed analysis of onboarding metrics and data to identify areas for process improvement and implement strategic solutions.
• Serve as the primary point of contact for new merchants during the onboarding phase, providing exceptional customer service, clear communication, and proactive problem-solving.
• Facilitate training sessions or webinars for clients on platform features, order processing procedures, and best practices to maximize their success.
• Support ongoing account management efforts by managing customer accounts post-onboarding, ensuring continued satisfaction and engagement.

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