Merchant Services Customer Success Champion

TouchSuite; Boca Raton (FL); On-site; USD 48,000 - 66,000; Full time

Job summary

TouchSuite seeks a Customer Success Specialist to support merchant customers in a fast-paced, on-site role in Boca Raton. You will own merchant issues end-to-end, listen deeply, ask questions, and identify opportunities to strengthen relationships and expand TouchSuite services.

You'll collaborate across departments to resolve processing, billing, and account questions, educate customers on products, and chase upsell opportunities while ensuring each interaction leaves merchants more confident

Qualifications

• Experience in customer service or account management in high-touch environments.
• Strong problem-solving and relationship-building skills.
• Ability to upsell/cross-sell and identify opportunities.
• Salesforce experience is preferred.

Responsibilities

• Serve as primary contact for TouchSuite merchants via phone and email.
• Own issues from initial contact through resolution.
• Ask questions to understand merchant needs and relationship.
• Assist merchants with processing questions, billing, and account changes.
• Troubleshoot issues and coordinate with other teams.
• Identify at-risk merchants and work to retain relationships.
• Address pricing, service, technology concerns with solutions.
• Follow up after resolution to ensure satisfaction.
• Identify upsell/cross-sell opportunities.
• Introduce relevant TouchSuite products to merchants.
• Educate customers on TouchSuite products and capabilities.
• Document interactions in Salesforce and internal systems.
• Develop knowledge of merchant acquiring and payments.
• Meet expectations for responsiveness, productivity, retention, and opportunity identification.

Skills

Energy & Enthusiasm

Initiative

Ownership

Curiosity

Active listening

Upsell mindset

Empathy

Communication

Fast-paced work

Payments knowledge

Tools

Salesforce

Fiserv/TSYS

Job description

TouchSuite seeks a Customer Success Specialist to support merchant customers in a fast-paced, on-site role in Boca Raton. You will own merchant issues end-to-end, listen deeply, ask questions, and identify opportunities to strengthen relationships and expand TouchSuite services.

You'll collaborate across departments to resolve processing, billing, and account questions, educate customers on products, and chase upsell opportunities while ensuring each interaction leaves merchants more confident