Merchant Support Manager - Jobs in Calgary, AB

Job Description

Reach is looking for a Merchant Support Manager who will serve as a main point of contact for new clients, as well as, assist in ongoing support of those clients. An ideal candidate will be exceptional at all aspects of client relationships from initial conversations to training to handoff - this role requires the ability to work strategically and independently on multiple simultaneous projects. This person is excited to bring new clients online, loves to delight customers, has resolute attention to detail, and is passionate about putting new ideas into action. S/he will understand eCommerce and will have had experience working in or with the eCommerce vertical.The Merchant Support Manager will directly manage projects of new or existing customer experience throughout the customer lifecycle with high level of response, resolution, and communication to ensure consistent customer communication and satisfaction regarding services.This role will rely on your ability to develop relationships, create win-win situations, understand product, and speak the customers language. Reach offers a collaborative work environment in which you can leverage your knowledge and experience to the benefit of the entire organization.What will make you most successful is their passion to build relationships with clients and help them to understand the benefits of working with Reach. It is expected this person knows how to effectively and consistently manage complex processes (like onboarding), and can maintain consistency while managing a complex project.Other aspects of this role:

• Speak directly with eCommerce decision-makers, including multiple C-level and other key stakeholders
• Ensure effective communication and coordination with all customers in order to keep them informed of all achievements, changes, and issues arising during onboarding
• Ensure that each customer is adequately trained to understand the Reach solution
• Build trust with clients over a complex integration cycle
• Ensure that onboarding process is strictly adhered to, with an eye to maintaining compliance with partner requirements and adhering to internal and external SLAs
• Provide regular status updates and escalate service challenges appropriately
• Create and maintain open lines of communication across the company
• Maximize resources of a start-up environment through ethical and proactive leadership
• Track all customer details including use case, conversations, time frames, next steps, and related details in CRM
• Work with System Ops to identify development requirements in order to enhance existing systems and more effectively support onboarding customer’s day-to-day requirements
• Ensure 100% satisfaction among all customers
• Prioritize opportunities and apply appropriate resources
• Identify areas of current process to improve and automate

About YouWe absolutely require that you be comfortable working as a member of a distributed team, have strong communication skills, and have a capacity to push boundaries and challenge conventions while ensuring no detail is overlooked. You must be motivated to seek out answers, and willing to help others. We are looking for someone with the initiative to figure out how they can use their skills to best help us.Your real-world curiosity, experience, and ability are important to us. We expect that you will have a strong project management foundation, can pick up new information and roll with it quickly, and can interact with clients and empathize with them. You should have an excellent command of English, and competencies with any other languages are a plus.RequirementsMust haves:

• A deep understanding of eCommerce and the competitive ecosystem of payments.
• You are a collaborative team member of a growing distributed team
• You are an energetic self-starter who is proactive in holding yourself accountable to a consistent process
• You work well with others and have self-awareness
• You are nimble in fast-moving work environments, and you thrive in an entrepreneurial setting
• Experience building customer relationships.
• Ability to simply articulate intricate or difficult concepts
• Proven history of successful project management
• Outstanding written and verbal communication skills

Nice to have:

• Previous work experience in an early stage company
• Knowledge of how to be successful navigating a startup environment
• Experience working with a distributed team
• Experience in complex project management
• You are curious, confident, and creative in your approach to problems
• You are a champion and advocate to others, always being inclusive and open-minded to everyone’s ideas
• Experience working with technology platforms, new technologies and/or platform solutions a plus

Our ideal candidate profile:

• Insanely passionate about all they take on
• Possesses confidence and creativity in how they present themselves and company to the marketplace
• Intellectually curious
• Self-aware
• Innovative in approach
• Nimble in fast growing and changing work environments
• High EQ
• Embraces change and challenges the status quo
• Open and balanced work style, thrives in an entrepreneurial, high-growth environment.
• Outgoing personality and confidence-inspiring attitude
• Loyal and trustworthy
• Agile and fast-moving, yet detail-oriented

BenefitsAt Reach, we value great people. Working at Reach, youll not only be part of an amazing team and a fast-growing company, youll get:

• Training & Development Opportunities

• Competitive salary
• Flexible work environment
• HSA
• Insurance premiums paid for by Reach include LTD, AD&D, and Life
• Self-Directed Career Development Plan (Annual Budget + Paid Days)
• And More...

Next Steps:At Reach, our corporate culture is very important to us. As part of our interview process, wed like to get to know more about you. Prior to meeting with the hiring manager, we will send a couple of questions from the manager to selected candidates with a link to a video recording which only our in-house recruiter and hiring manager will see. While we recognize the one-way video may not be the preferred interview style, compared to an in-depth initial conversation, it is meant to show us how you think through problems rather than be impersonal. We appreciate your interest in joining Reach!Quick Apply

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