Remote Payment Processing Solutions Consultant

Summary

Join Sertifi as a Payment Processing Solutions Consultant and focus on 'farming' existing accounts, ensuring clients effectively utilize the payment processing solutions they have purchased.

Requirements

• Bachelor’s Degree from a four-year accredited College/University or related work experience
• 5+ years’ experience in a customer onboarding, implementation, or sales and customer service role
• 5+ experience in payments and hospitality
• Experience with Customer Success software (i.e., ChurnZero)
• Passionate about customer success and driving customer outcomes
• Ability to summarize technical and complex topics to a specific target audience
• Strong problem solving and analytical skills
• Extreme attention to detail
• Organization of workload
• Able to collaborate well with a team, but can also manage their workload independently
• Energetic and eager to succeed
• Must be highly motivated and have a positive attitude
• Excellent communication

Responsibilities

• Develop a rich knowledge of all Sertifi products
• Establish customer rapport and acceptance
• Help clients to solve problems with product usage
• Recommend new and improved products to the customers and explain how our solution will add value
• Facilitate the transition of new clients from implementation to self-sufficiency using Customer Success software (ChurnZero, Salesforce)
• Educate clients through sharing training materials, and answering any follow up questions
• Perform live trainings with customers via Microsoft Teams
• Maintain customer needs, questions, and interactions to capture and share with Customer Success & Sales Teams as needed
• Utilize existing standard operating procedures to solve routine problems
• Collaborate with internal teams including Sales, Engineering, Product, and Marketing
• Work on ad-hoc customer set up and adoption projects as necessary
• Client Outreach: Regularly engage with existing merchant accounts via phone, email, and virtual meetings to ensure they are fully adopting and benefiting from our payment processing solutions
• Objection Handling: Identify and address any objections or concerns clients may have regarding the use of our solutions, providing clear and effective solutions
• Solution Assistance: Guide clients through the setup and ongoing use of their payment processing solutions, ensuring they understand and can utilize all features and benefits
• Financial Reconciliation Support: Assist clients with any issues related to financial reconciliation, providing troubleshooting and solutions to ensure accurate financial management
• Account Management: Maintain detailed records of client interactions, progress, and any issues in the CRM system. Follow up on outstanding issues and ensure timely resolution
• Feedback Collection: Gather and report client feedback to relevant departments to improve product offerings and customer experience
• Training and Education: Conduct training sessions and create educational materials to help clients maximize the use of their payment processing solutions
• Performance Tracking: Monitor and analyze account performance, identifying areas for improvement and opportunities for upselling additional service