Sertifi is a leading technology company dedicated to helping businesses finalize business faster, providing a complete agreements platform for the Hospitality and Travel industry. Brands like Marriott, Topgolf, and AEG Worldwide trust Sertifi to efficiently and securely sign documents, exchange card authorizations, and complete payments with their customers. Sertifi's easy-to-use platform helps tens of thousands of businesses in more than 135 countries, with more than $5 billion in payment requests sent through the system annually. With decades of experience in Hospitality and Travel, Sertifi is building a network that gives guests and travelers across the globe a great experience from the start.
The Payment Processing Solutions Consultant will focus on "farming" existing accounts, ensuring clients effectively utilize the payment processing solutions they have purchased. This role involves proactive outreach to merchants, addressing any objections or concerns, providing assistance with the solution, and aiding with financial reconciliation issuesExtensive experience in the Credit Card Payments and Hospitality industries with knowledge of property management and hotel financial systems is required.
This position involves travel to customer sites and/or trade shows.The ideal candidate is empathic, patient, creative, and has past experience in a SaaS sales and customer service role. This position will report into Director of Enterprise Payments.
Candidates must be based in the United States, in Chicago, or within a Sertifi approved state for remote work:
AZ, CO, FL, GA, IA, ID, IL, IN, MA, MD, ME, MI, MO, NC, NH, NJ, OR, PA, TN, TX, VA, WI Throughout the interview and onboarding process, Sertifi also reserves the right to conduct independent reference checks to verify past experience and performance in addition to our standard background check and onboarding procedures.
Challenges You’ll Tackle:
- Develop a rich knowledge of all Sertifi products
- Establish customer rapport and acceptance.
- Help clients to solve problems with product usage.
- Recommend new and improved products to the customers and explain how our solution will add value.
- Facilitate the transition of new clients from implementation to self-sufficiency using Customer Success software (ChurnZero, Salesforce)
- Educate clients through sharing training materials, and answering any follow up questions
- Perform live trainings with customers via Microsoft Teams
- Maintain customer needs, questions, and interactions to capture and share with Customer Success & Sales Teams as needed
- Utilize existing standard operating procedures to solve routine problems
- Collaborate with internal teams including Sales, Engineering, Product, and Marketing
- Work on ad-hoc customer set up and adoption projects as necessary
Client Outreach:
Regularly engage with existing merchant accounts via phone, email, and virtual meetings to ensure they are fully adopting and benefiting from our payment processing solutions.
Objection Handling:
Identify and address any objections or concerns clients may have regarding the use of our solutions, providing clear and effective solutions.
Solution Assistance:
Guide clients through the setup and ongoing use of their payment processing solutions, ensuring they understand and can utilize all features and benefits.
Financial Reconciliation Support:
Assist clients with any issues related to financial reconciliation, providing troubleshooting and solutions to ensure accurate financial management.
Account Management:
Maintain detailed records of client interactions, progress, and any issues in the CRM system. Follow up on outstanding issues and ensure timely resolution.
Feedback Collection:
Gather and report client feedback to relevant departments to improve product offerings and customer experience.
Training and Education:
Conduct training sessions and create educational materials to help clients maximize the use of their payment processing solutions.
Performance Tracking:
Monitor and analyze account performance, identifying areas for improvement and opportunities for upselling additional service
What You’ll Need to Succeed:
- Bachelor’s Degree from a four-year accredited College/University or related work experience
- 5+ years’ experience in a customer onboarding, implementation, or sales and customer service role
- 5+ experience in payments and hospitality
- Experience with Customer Success software (i.e., ChurnZero)
- Passionate about customer success and driving customer outcomes
- Ability to summarize technical and complex topics to a specific target audience
- Strong problem solving and analytical skills
- Extreme attention to detail
- Organization of workload
- Able to collaborate well with a team, but can also manage their workload independently
- Energetic and eager to succeed
- Must be highly motivated and have a positive attitude
- Excellent communication
Desired Candidate Attributes:
- Communication
- Teamwork
- Time Management
- Organization
- Interpersonal Skills
- Work Ethic
- Stress Management
- Creativity
- Resourcefulness
- Open to criticism
Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to type, use computer, phone, cell phone and other office/home office equipment/technology. Must be able to speak, see, and hear. Must be able to remain in a stationary position for prolonged periods of time.
What’s in it for you:
You will work in a collaborative environment that welcomes new ideas and allows you to make an immediate impact on the team. Additionally, we offer great benefits such as: Competitive salary, Unlimited PTO, medical/dental/vision insurance, short-term and long-term disability insurance, 401k with company match, paid parental leave, life insurance, pre-tax Transit Benefit Program.Sertifi is proud to be an Equal Opportunity Employer. Sertifi is committed to building a diverse team of talented individuals who bring different perspectives to the business and who feel a sense of inclusion and belonging when they join our team.
All individuals seeking employment at Sertifi are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other basis forbidden under federal, state, or local law
