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Powering Stores, Winning Customers

RUSH Technologies is currently looking for a Merchant Success Specialist

Department: Commercials


Understanding the Role

The Merchant Success Specialist is responsible for building and nurturing customer relationships that promote platform activation and merchant retention. The job is to onboard successfully signed Merchants and work closely with them to ensure they are satisfied with the after-sales services and to improve areas of dissatisfaction.

The Merchant Success Specialist may provide product support to Merchants to encourage usage, helping them to maximize the platform's features and capabilities.

Basic Qualifications
  • Bachelor's degree in Business Administration, Sales and Marketing Management, or any related field
  • At least 1 year of experience in customer service or account management
  • Exposure to the Retail, Food & Beverage, and FMCG markets is preferred
  • Experience in the software solutions industry is also a strong advantage
  • Ability to work independently in a remote and face-paced environment
  • Ability to build relationships with clients
  • Must be a team player
Skills & Knowledge
  • Outstanding interpersonal skills
  • Strong leadership skills, with experience in directing others
  • Strong communication, presentation, organization, multitasking, and time management skills
  • Proficiency in Microsoft Office Suite, specifically Excel and PowerPoint
  • Knowledge of customer service practices
  • Technical aptitude and ability to learn software programs
  • Knowledge of technologies such as IT networking and internet technologies
Duties & Responsibilities
  • Lead and manage the after-sales funnel from account endorsement to going live
  • Optimize onboarding processes and enforce agreed-upon internal policies to deliver the same quality of service across all merchants
  • Complete the collection of onboarding requirements from merchants within the specified SLA
  • Facilitate cross-functional teams to complete deployments within the specified SLA
  • Be the main liaison between of the merchant and RUSH for selected accounts
  • Know RUSH's software solutions inside and out.
  • Provide training and impart knowledge to the Merchants on the capabilities of their acquired software solution to drive usage. 
  • Communicate with Merchants to monitor and support activation for the first 30 days.
  • Help Merchants plan and understand the best ways to utilize their acquired software solutions to meet their business needs
  • Gather feedback from the Merchants, study the customer success programs, and analyze customer data to identify best practices
  • Deliver health checks that highlight key wins and growth opportunities 
  • Identify rooms for advancement and help implement improvements to reduce churn
  • Collaborate with internal growth teams to identify opportunities for merchants to scale after using the platform for at least 30 days