We are looking to hire a Merchant Success Specialist who will be responsible for ensuring a smooth customer journey from contract signature until full utilization. This involves analyzing new deals signed, facilitating onboarding, fast-tracking installation, and monitoring utilization. This work will be with our most important and exciting products: the company Pay, CDS, and the company One, which all enable our customers to accept card and omnichannel digital payments. Pay products help shape the Food & Beverage industry’s payments experience in thousands of restaurants and stores across the Middle East.
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What Will You Do
- Tracking Registration: all signed contracts must be registered in all systems within 24 hrs. You are responsible to follow up with stakeholders to ensure fast registration.
- Tracking installation: You are responsible to ensure accurate implementation of Pay installation SLA with both external and internal vendors.
- Conducting quick calls after the merchant is live to check if any help/training is needed.
- Act as a communication channel to educate merchants about new releases, features, and offers.
- Full understanding of the reconciliation cycle where it’s at most important to educate and answer merchants' complicated questions.
- Ensuring customer utilization of the provided services. This will require regular monitoring of newly installed devices and conducting calls, messages to ensure merchants will continue to enjoy our services.
- Conducting 3 months monitoring, communicating, ensuring zero complaints by merchants.
- Proactively preventing churns: you will receive daily reports of potential churn and you will ensure stopping it.
- Process improvement: You will be responsible for identifying opportunities to improve any part of the full Pay cycle, and working with other teams to implement process improvements.
Requirements
- Experience: Previous experience working in payment operations is preferred.
- Technical skills: You should have strong technical skills, including proficiency in Microsoft Excel and other data analysis tools.
- Analytical skills: You should have strong analytical skills and be able to identify trends and patterns to fix the process and ease onboarding.
- Communication skills: Strong communication skills are essential for this role, as you will be required to communicate with various stakeholders, including finance, engineering, and customer support teams, as well as third-party service providers.
- Problem-solving skills: You in this role should be a proactive problem-solver who can identify issues and develop effective solutions.
- Knowledge of payment regulations: Having a good understanding of payment regulations and local regulations to ensure compliance with industry standards is a good to have.
Who Will Excel
Anyone who has:
- Knowledge and understanding of the fintech and payment industry.
- Familiarity with the F&B industry.
- Willingness to relocate to our Riyadh office.
- Arabic language.
