Merchant Success Executive

Role Overview

As a Merchant Success Executive, you will oversee customer lifecycle management and value growth. You will serve as a trusted digital consultant to our merchant partners, ensuring they adopt advanced system capabilities, maximize their operational return on investment (ROI), and renew their partnerships. You will also drive account expansion and advocate for the merchant's voice internally across product and operational teams.

Key Responsibilities

1. Product Adoption & Business Value Realization

• Advanced Feature Guidance: Move beyond basic cashiering/receipt printing to deeply guide merchants in adopting advanced features, including membership management, stored value/prepaid cards, marketing tools, reporting, inventory management, multi-store aggregation, and revenue splitting.
• Business ROI Output: Analyze F&B/retail operational data to calculate and demonstrate concrete return on investment (ROI) for merchants, reinforcing the system's value in cost-saving and revenue growth.
• Backend Health Monitoring: Regularly analyze login frequency, transaction/order volume, feature usage rate, and data anomalies to identify dormant or at-risk merchants early (i.e., accounts where hardware is installed but unused).
• Key Goal: Build trust by delivering value as a trusted digital consultant, leveraging data-driven insights and strategic business advice to strengthen customer relationships and drive long-ter