Merchant Client Service Team Lead – Cross Sales & Installation and Technical Support

📋 Description

• • Lead revenue-generating cross-sell initiatives across the existing merchant portfolio to drive incremental income through lease renewals, equipment upgrades, account re-papering, and migration to the Surcharge Pricing Program.
• • Design, execute, and manage proactive client outreach campaigns focused on portfolio growth, retention, and engagement.
• • Partner with Product, Sales, and Portfolio Management teams to identify and convert cross-sell opportunities within the merchant base.
• • Track, analyze, and report on performance metrics of cross-sell campaigns to measure effectiveness and inform strategic adjustments.
• • Manage and supervise the Installation and Technical Support (ITS) team responsible for gateway onboarding, account activations, system configurations, and merchant training.
• • Oversee end-to-end technical onboarding processes to ensure timely and accurate merchant account setup and operational readiness.
• • Serve as the primary escalation point for complex technical issues related to gateway integration, account activation, and system connectivity.
• • Develop, maintain, and update ITS procedures, training materials, and knowledge resources to ensure team consistency and compliance.
• • Ensure adherence to Service Level Agreements (SLAs) for client response times, quality, and accuracy of service delivery.
• • Lead operational readiness activities for new product launches, coordinating cross-functionally to align support capabilities with launch timelines.
• • Collaborate with Sales, Relationship Managers, Product, Pricing, and Technology teams to resolve complex client issues and improve overall client experience.
• • Create and deliver ad hoc and recurring reports on servicing metrics, cross-sales performance, onboarding efficiency, and team productivity.
• • Recommend and drive process improvements that enhance efficiency, client satisfaction, and revenue generation across merchant services operations.
• • Ensure all forms, contracts, and agreements used in client interactions are accurate, up-to-date, and compliant with internal policies.
• • Maintain a client-focused mindset, consistently exceeding service expectations while aligning actions with revenue and retention goals.
• • Utilize Microsoft 365 tools—including Excel, PowerPoint, Outlook, Teams, and SharePoint—to analyze data, generate dashboards, and support decision-making.
• • Influence cross-functional teams to drive change, foster collaboration, and align on shared objectives for portfolio profitability and client success.
• • Monitor and support the seamless transition of merchants through all stages of onboarding, technical support, and ongoing account management.
• • Ensure the ITS team delivers consistent, high-quality support that minimizes disruption and maximizes merchant adoption and satisfaction.