Job Summary Leverages knowledge of merchant services products and processes to support Merchant Sales and customers during critical stages of our customer relationships.
Applies product expertise to assist Sales in researching, advising, and demoing for moderately complex product needs and integrations.
Serves as the single point of contact for merchants from application approval through activation and go live.
Trains customers on the use of Merchant products and services and provides a consultative approach to the onboarding experience.
Interacts with various departments on an ongoing basis.
Communicates any cross-sell opportunities to the sales team.
Job Duties and.
Engages directly with new customers, Sales, support teams and vendors to ensure all products and services are delivered within expectations.
Trains and supports customers during the activation warranty period.
Identifies and reports cross-sell opportunities as they may arise.
Safeguards customer relationships and experience through receipt, prioritization, triage and resolution of product issues and questions.
Engages directly with customers through various channels to rapidly understand and resolve situations which may impact our customer's business.
Utilizes knowledge of Synovus products and vendor capabilities, processes and support to provide exceptional service and deepen customer relationships.
Understands and executes escalation procedures to vendors and leadership as required.
Creates and maintains strong working relationships with key Synovus teams and customers.
Confidently engages with customers and guides necessary actions for successf.