Merchant Executive

Job description

💼 POSITION: Merchant Success Executive Company: PAYable (Pvt) Ltd Industry: Financial Technology (Fintech) Location: Colombo 03, Sri Lanka Reporting To: Customer Success Lead 💠 JOB OVERVIEW PAYable (Pvt) Ltd is seeking a proactive and customer-focused Merchant Success Executive to manage and support merchants following deployment. The role focuses on strengthening merchant relationships, improving engagement and retention, resolving service issues, and ensuring a smooth transition from onboarding to long-term customer success. 💠 KEY RESPONSIBILITIES * Manage an assigned portfolio of merchants during the first six months following deployment. * Conduct regular follow-ups to ensure merchant satisfaction, engagement, and successful product usage. * Build and maintain strong, professional relationships with merchants. * Identify merchants at risk of becoming inactive and take proactive measures to improve retention. * Coordinate the timely resolution of merchant inquiries, technical issues, and service concerns. * Follow up on outstanding rental fees, device payments, and other applicable collections. * Monitor merchant activity and ensure continued engagement with PAYable products and services. * Coordinate closely with Sales, Deployment, Customer Success, and Finance teams. * Maintain accurate merchant records and provide regular performance updates. * Take ownership of assigned KPIs relating to merchant engagement, retention, collections, and service quality. * Support a seamless transition of merchants into ongoing Customer Success management. 💠 REQUIREMENTS & CANDIDATE PROFILE * Previous experience in merchant success, account management, customer success, or post-sales support, preferably within fintech or payment services. * Familiarity with merchant onboarding platforms and processes would be advantageous. * Understanding of customer retention and engagement strategies. * Proven ability to manage customer relationships and resolve issues professionally. * Strong communication, interpersonal, analytical, and problem-solving skills. * Ability to coordinate effectively across multiple departments. * Results-oriented with the ability to take ownership of performance targets and KPIs. * Good organisational and time-management abilities. * Ability to work effectively in a fast-paced, technology-driven environment. * Fresh graduates with relevant internship experience may also be considered.

Requirements

• Merchant relationship management
• Retention & engagement strategies
• Issue resolution & service support
• Collections follow-up for rentals/payments
• Cross-team coordination (Sales, Deployment, Customer Success, Finance)