ETAB Client Success Specialist

Job Description

Job Description

Job title: ETAB - Customer Success Specialist

Reports to: VP of POS Operations

Department: Merchant Solutions

Location: Alpharetta, GA/Stafford, TX/Remote

Grade: 13

About Priority: 

Priority Commerce is a leading financial technology company on a mission to deliver a personalized, easy-to-adopt financial toolset that accelerates cash flow and optimizes working capital for businesses. Our vision is to eliminate the barriers to unlocking revenue - empowering businesses to grow faster and operate smarter.

We achieve this through the Priority Commerce Engine, an innovative platform that combines payables, acquiring, and banking and treasury solutions. This unified approach allows businesses to streamline financial operations, reduce unnecessary costs, and uncover new revenue opportunities.

At Priority Commerce, we're driven by results. We expect our people to be known for results - bringing expertise, momentum, and relentless focus to every challenge, helping our clients and each other thrive.

About the Role:

We are seeking a proactive and detail-oriented Customer Success Specialist to join our growing team. This role will play a vital part in ensuring our merchants have a smooth onboarding experience, receive prompt and effective support, and fully leverage the capabilities of the e|tab platform. 

Responsibilities: 

Training

• Conduct demos to showcase the core and advanced features of the e| tab platform.

• Support partner demos when needed, working in collaboration with senior team members.

• Continuously learn and communicate the evolving capabilities of the platform.

Implementation

• Build and configure digital menus for new merchant accounts.

• Coordinate with merchants to confirm accuracy and completion of menu details.

• Follow up to ensure a seamless go-live process.

• Assist with the onboarding of new clients in line with established SLAs and processes.

• Handle introductory calls, menu setup, confirmations, and installation coordination.

• Learn and support integration tasks including payment key setup and navigation of Priority platforms.

Support

• Provide first-line support to merchants, resolving issues efficiently and with excellent communication.

• Take ownership of assigned support tickets, including direct support escalations.

• Perform regular service desk reviews and ensure prompt resolution of customer concerns.

• Troubleshoot hardware issues, specifically printer configurations and connectivity.

• Coordinate hardware shipments and deployments as needed.

• Stay informed about hardware logistics.

What Success Looks Like:

• Success in this role means delivering a seamless merchant onboarding experience, ensuring timely and accurate implementations, and providing responsive, effective customer support. The Customer Success Specialist consistently meets established SLAs, takes ownership of merchant issues through resolution, and develops strong product knowledge to effectively train and support merchants. Ultimately, success is measured by merchant satisfaction, operational efficiency, and the ability to work independently while contributing to the broader team's goals.