Customer Success Manager – Card Acquiring

About the Role

As a key member of the Customer Success team, the successful candidate will work closely with various internal stakeholders, including Risk, Fraud, Product, Tech, and Payment teams, to resolve payment issues and optimize transaction performance. This collaborative approach is essential in ensuring that merchants receive the best possible payment experience, and that Mercuryo continues to innovate and lead in the digital payments space.

The role's importance cannot be overstated, as it directly impacts Mercuryo's ability to onboard and retain high-value merchants, thereby driving revenue growth and expanding the company's presence in the market. The ideal candidate will be commercially driven, results-oriented, and adept at analyzing complex data to inform strategic decisions.

What You Will Do

• Manage a portfolio of strategic Card Acquiring merchants, ensuring timely resolution of issues and consistent high-quality service.
• Develop and maintain strong relationships with merchants, understanding their business models, goals, transaction behavior, and growth strategies.
• Monitor and improve merchant acceptance rates, approval rates, and overall payment success rates through data analysis and strategic recommendations.
• Collaborate with internal teams to resolve payment issues, optimize transaction performance, and implement best practices.
• Analyze transaction performance and decline reasons to identify trends and opportunities for improvement.
• Prepare and lead Quarterly Business Reviews (QBRs) with strategic merchants, presenting performance insights and strategic recommendations.
• Provide high-touch support to VIP and top-tier partners, ensuring excellent service and rapid resolution of issues.
• Work across multiple entities and payment providers to ensure efficient routing and the best possible payment experience for merchants.
• Monitor merchant performance through key metrics, including volume, turnover, acceptance rate, chargebacks, and profitability.
• Act as the internal voice of the merchant, ensuring feedback and business needs are communicated effectively across teams.
• Ensure all merchant queries, incidents, and escalations are handled within agreed Service Level Agreements (SLAs).

What We Are Looking For

• Proven experience in a Customer Success or relationship management role, preferably within the payments or fintech industry.
• Strong understanding of the payments ecosystem, including card acquiring, payment processing, and merchant relationships.
• Commercial acumen, with the ability to analyze data, identify trends, and inform strategic decisions.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with merchants and internal stakeholders.
• Proficiency in Excel and data analysis tools, with the ability to interpret complex data sets and present insights effectively.
• Experience working in a fast-paced, dynamic environment, with a proven ability to prioritize tasks and manage multiple projects simultaneously.
• Strong problem-solving skills, with the ability to resolve complex issues and escalate when necessary.
• Familiarity with AI-driven tools and technologies, and a willingness to adapt to new systems and processes.

Nice to Have

• Experience with CRM systems and project management tools.
• Knowledge of regulatory requirements and compliance standards within the payments industry.
• Certification in payments or a related field, such as CPCP (Certified Payments Professional).
• Fluency in multiple languages, with the ability to support merchants across different regions.

Benefits and Perks

• Competitive salary and benefits package.
• Opportunity to work with a leading fintech company, driving innovation in the payments space.
• Collaborative, dynamic work environment with a team of experienced professionals.
• Professional development opportunities, including training and certification programs.
• Flexible, remote work arrangements, with the ability to work from anywhere.
• Access to cutting-edge technologies and tools, including AI-driven systems and data analytics platforms.
• Recognition and reward for outstanding performance, including bonuses and incentives.

• Develop a strong understanding of the payments ecosystem, including card acquiring, payment processing, and merchant relationships, to stand out as a candidate.
• Highlight your experience with data analysis tools, such as Excel, and your ability to interpret complex data sets and present insights effectively.
• Emphasize your commercial acumen, including your ability to analyze data, identify trends, and inform strategic decisions.
• Prepare examples of how you have built strong relationships with merchants or clients in previous roles, and how you have driven growth and revenue through these relationships.
• Research Mercuryo's innovative approach to blending traditional banking with decentralized finance, and be prepared to discuss how you can contribute to this mission.
• Be prepared to discuss your experience working in a fast-paced, dynamic environment, and how you prioritize tasks and manage multiple projects simultaneously.
• Consider creating a portfolio or case studies that demonstrate your experience and skills in customer success, relationship management, and data analysis.