Manager, Customer Success and Merchant Integration

2 days ago

Montréal, Canada Fairstone Full time

The Manager ,Customer Success and Merchant Integration & Onboarding will be responsible for integrating and onboarding merchant partners on the Fairstone Retail Point of Sale suite of products and ensuring benefit of these products are understood and utilized to their fullest, both at the onboarding phase as well as through the partner lifecycle. This is accomplished by understanding and gathering their requirements, working with the development team to configure and connect the merchant environments, as well as test integration with the merchant’s ERP and POS systems, as applicable, schedule integration, and by maintaining a SME level of understanding of existing and new product evolution. This work effort must be executed in a timely manner and in line with Merchant objectives and needs.

You will coordinate, communicate and work closely with the Retail Sales, Product and other support teams to plan the client integrations and deployments.. The Manager Customer Success and MIO will remain engaged as a partner in the on-going sales cycle of high-profile partner relationships.

Once the Merchant is production ready, you will support the 30-day warranty period and coordinate and ensure a smooth handover of the day to day support requirements to the Merchant Support team.

Position Responsibilities:

- Full ownership and accountability for the integration work scope, quality and success
- Support integration of Fairstone’s Retail Point of Sale suite of products per merchant from cradle to crave via discovery phase, requirements gathering, planning, documentation, reporting, testing, integration, training, handover to Merchant support team; Prepare and maintain integration plans, schedules, integration execution track and timelines, deliverables, and milestones
- Maintain an SME level of knowledge for existing and newly introduced functionality.
- Provide guidance on product and process improvements based on data driven insight from partners and stakeholders.
- Act as Merchant Liaison between Product, IT, Sales Marketing and Merchant Support services
- Build a standardized process and documentation for merchant integration with Fairstone’s Retail Point of Sale suite of products.
- Establish a global integration and onboarding schedule, manage and socialize regularly with the sales team and the STO team
- Establish a schedule and plan for each merchant’s integration. This requires managing your schedule to be ensure expectations are met to prepare for integration and onsite deployment
- Coordinate test connectivity to APIs, ERP’s and POS systems prior to onsite integration and onboarding
- At merchant site, implement, integrate and onboard the merchant to Fairstone’s Retail Point of Sale suite of products.
- Train the merchant sales staff; provide and review user guides and cheat sheets; provide and review Merchant support process; Provide Train the trainer at merchant.
- Support the Merchant for first 30 days post integration; Prepare and execute the handoff to Merchant support team post 30 days of integration.
- Develop a trusted advisor relationship with the sales team
- Ensure the timely and successful delivery of the Fairstone Retail Point of Sale suite of products according to customer needs and objectives
- Act as a change agent; ensure Merchants and Sales team adopt and use the solutions as well as follow Merchant Support process
- Produce and maintain artefacts and Merchant related documentation
- Establish identified customer KPIs (as defined by the Merchant and Sales)
- Communicate clearly the progress and status of initiatives with the sales team and prepare the Merchant Support team for client support
- Other duties as assigned

About You
- You're passionate about building relationships. Presenting to customers comes naturally to you.
- You have a customer-first mentality.
- You aren't afraid to take on challenges and learn new technologies. You have the confidence to figure out the unknown.
- You think outside of the box. Finding creative solutions to solve problems for your customers is what drives you.
- You care about what you do and about those around you. You love working as part of a team.

**Qualifications**:

- Knowledge of Fairstone product and platforms preferred
- Excellent written and verbal communication skills, with the ability to explain challenging situations in a concise and user-friendly manner.
- Ability to analyze and understand data and articulate the story the within that data.
- 3-5 years customer-facing experience with a proven track record managing direct relationships with customers in person, online, and/or over the phone.
- Completion of a post-secondary degree/diploma in Business, Technology or a related field.
- Excellent organization and time management skills
- Aptitude for technology and cloud computing services

**Skills**:

- Building Relationships
- Creative Problem Solver and analytical skills
- Critical Thinking
- Customer Experience
- Excellent wr

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