Merchant Success Manager

Momnt is looking for a Merchant Success Manager (MSM) to support our growing merchants network!

As an MSM, you will garner a relationship with your assigned book of merchants through day to day support and training, with the goal of improving their performance and experience in the Momnt platform, while uncovering additional revenue streams. This role is critical in retaining Momnt’s current portfolio, as well as propelling growth.
 

Location: 

This role is Remote but you must reside in the USA. Remote-based employees may occasionally travel to our headquarters for meetings, team-building events, or as needed by role.

This team works in shifts, the shift we are hiring is from 9AM - 6PM EST. Must be authorized to work in the US. Sponsorships are not available. Corp to Corp is not available.

As a Merchant Success Manager, you will:

• Build and maintain relationships with our merchants by proactively developing a positive merchant experience that ensures satisfaction.
• Take a sales-minded approach to servicing merchants.
• Work via outreach, phone or email, by assisting with general questions, engage merchants to increase activity or to resolve a variety of challenges they might encounter.
• Schedule and conduct Merchant Success Onboarding Training for newly acquired Merchants; you will be responsible for identifying and conducting additional training as needed.
• Deep dive into Momnt’s products and loans to understand what is available to be able to explore best options for Merchants.
• Document and report client feedback to identify potential Momnt platform improvement opportunities.
• Seek out referral opportunities that can be passed on to Sales Team for further engagement.
• Keep detailed notes in the Momnt CRM (HubSpot). This includes maintaining proper records, activities, and reports/forms for accuracy and historical reference and will require strong attention to detail.
• Suggest creative new ways to engage target accounts.
• Perform A/B testing on different outreach campaigns to use data for sales enablement.
• Provide basic troubleshooting assistance; escalating to the Service team when needed.
• Perform other duties as assigned which are reasonably within the scope of the duties in this job classification.

You’d be a good fit if you have:

• Effective relationship building through rapport, trust, diplomacy, and tact.
• Experience in member/customer service, preferably in a call center, retail banking or financial institution.
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Experience with high volume inbound and outbound calling.
• Solid writing and communications skills (verbal and in writing).
• Comfortable with public speaking and presentations.
• Ability to adapt in real time to assist customers.