Merchant Solution Consultant

Company Description

At Quadient
, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes.

Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other.

It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels.

The Merchant Solution Consultant & Operations Lead plays a pivotal role in ensuring merchants are onboarded effectively, reach value quickly, and experience a seamless transition post-go-live. This hybrid role combines merchant consulting, statement analysis, and ROI reporting with operational leadership focused on streamlining the onboarding process and resolving post-go-live issues efficiently.

This individual will act as both a trusted advisor to merchants and an operational leader, collaborating across teams to optimize boarding efficiency, customer success, and overall merchant satisfaction.

• Conduct in-depth analysis of merchant processing statements, identifying cost drivers, fee structures, and savings opportunities.
• Develop and present customized ROI reports to merchants, showcasing value and financial impact.
• Provide ongoing consultative support, guiding merchants on best practices for optimizing payment processing.

• Manage the end-to-end merchant onboarding process, ensuring all documentation, underwriting, and compliance checks are completed accurately and on time.
• Serve as the primary contact for merchants throughout onboarding, ensuring a seamless transition to live processing.
• Identify and address potential bottlenecks in the boarding process, collaborating with internal teams (Sales, Underwriting, Compliance, and Support) to optimize workflows.
• Proactively monitor boarding milestones to ensure customers activate and use the system as quickly as possible.

• Work with customers post-go-live to ensure they quickly realize value from the system.
• Identify and troubleshoot customer issues that arise after activation, working closely with Customer Success, Support, and Operations teams to resolve them efficiently.
• Track common post-go-live pain points and develop best practices to improve the merchant experience.
• Act as an escalation point for operational issues, ensuring they are addressed quickly and do not impact merchant retention.

• Partner with Customer Success, Product, and Finance to develop and maintain customer health scorecards, ensuring proactive engagement and retention strategies.
• Work with Customer Success Operations to improve onboarding efficiency and enhance operational workflows.
• Provide insights and recommendations to Sales and Product teams, ensuring merchant needs are reflected in product development and go-to-market strategies.
• Help refine post-onboarding customer engagement strategies, ensuring merchants stay engaged and maximize their processing efficiency.

• Maintain detailed records of merchant interactions, onboarding progress, and post-go-live support cases in the CRM system.
• Generate regular reports for internal stakeholders, tracking onboarding efficiency, merchant activation rates, and resolution times for post-go-live issues.
• Identify trends in merchant challenges and onboarding delays, recommending process enhancements.

Bachelor's degree in Business, Finance, Accounting, or a related field, or equivalent work experience in payments, customer success, or operations.

7+ years of experience in merchant services, payment processing, customer onboarding, or a related role.

Strong background in merchant onboarding, account setup, and customer success operations.

Experience with merchant…