Merchant Success Specialist **** (Client Success + Account Management + Technical Support)
Payments or Merchant Services industry experience required
**** About Easy Pay Direct: Easy Pay Direct is a leading e-commerce payments company dedicated to helping entrepreneurs succeed online. Founded in 2012 by an entrepreneur himself who understands the growing demand of e-commerce, with the vision to build a scalable, powerful online business.
Compensation:
$70,000-$75,000 Base Salary + Monthly Commissions + Benefits
Role Overview: As a Merchant Success Executive at Easy Pay Direct, you will be pivotal in ensuring our merchants thrive after being approved for a Merchant Account. You’ll assist them in leveraging our full range of services, ensuring a smooth and beneficial experience.
Responsibilities:
- Provide first-line support to merchants post-account activation.
- Respond promptly to inquiries, utilizing opportunities to promote additional value-added services.
- Oversee application processing and follow-up on documentation.
- Master partner portals and gateways, including EPD and Authorize.net.
- Educate clients on using our systems effectively.
- Manage client data in our CRM and build lasting relationships via phone, email, and text.
- Conduct Payment Optimization Calls to enhance client operations.
- Analyze gateway and processor reports, addressing transaction issues.
- Understand and manage chargebacks, declines, and authorizations, offering third-party services as needed.
- Request client referrals to expand our customer base.
Support and Activities:
- Engage in active learning through training and mentoring to improve personal effectiveness, ongoing self-development as well as that of the MS team and the company.
- Participate in delivering training and providing constructive input to peers.
- Contribute to projects aimed at enhancing the effectiveness of sales, the MS group, and the company, including providing feedback on SOPs and supporting initiatives to improve closure rates.
Qualifications:
- Payments or Merchant Services industry experience required
- High-risk payments experience a plus
- Minimum 3-5 years of experience in both dedicated support and client success roles. *Bonus experience includes technical support, assigned account management and upselling value-add services.
- Solution-minded individuals who enjoy providing feedback and guidance when issues may arise.
- Excellent communication skills, with the ability to adapt your style to engage effectively.
- Strong organizational and tech-savvy skills.
- Comfortable with both inbound and outbound calls.
- Must be comfortable working FT onsite in our East Austin office.
Growth Opportunities:
- Potential to advance to a leadership role within the Merchant Success Department.
- Responsibilities may include developing procedures, creating scripts, and managing organizational tasks.
Benefits:
- We offer a dynamic and supportive work environment
- Health & Dental Insurance
- 401(K) with company match
- Unlimited upward potential
- Weekly company happy hours and social events
- Stocked office with snacks
- Austin office with on-site shower