Pre-Launch, Sr Associate

Shift4; Center Valley (Lehigh County); On-site; USD 65,000 - 90,000; Full time

Job summary

Shift4 is seeking an onboarding specialist to work with merchants from contract receipt through installation, coordinating data gathering and configuration for a seamless onboarding experience.

You will engage clients, manage end-to-end onboarding lifecycles, configure menus, explain integrations, train merchants on Shift4 products, and maintain clear records using Excel, Google Suite, and Monday.com.

Qualifications

• Deep understanding of hardware platforms and deployment logistics.
• Strong communication skills, both written and spoken.
• Willingness to conduct research and testing as needed.
• Ability to provide white-glove service to SkyTab accounts.
• Excellent listening and attention to detail.
• Leadership and adaptability in challenging environments.
• Bilingual in English and Spanish is a plus.

Responsibilities

• Engage with merchants to understand POS configurations, reporting, and SkyTab needs.
• Independently manage end-to-end onboarding lifecycle: data gathering, configuration, scheduling installations.
• Program merchant menus and set up online ordering; explain marketplace integrations.
• Train merchants on Shift4 products and services; resolve issues to ensure satisfaction.
• Maintain records of client interactions and configurations using Excel, Microsoft and Google Suite; utilize Monday.com as needed.
• Communicate across channels (email, phone, tickets, chat) to coordinate with relevant departments.
• Monitor feasibility of requested features and develop workable solutions.
• Acquire and maintain industry knowledge related to merchant processing.
• Provide white-glove service to ensure merchant success and retention.

Skills

Client engagement

Project management

Technical expertise

Communication

Training

Problem solving

Documentation

Leadership

Bilingual (English/Spanish)

Tools

Excel

Microsoft Suite

Google Suite

Monday.com

Job description

Shift4 (NYSE: FOUR) is boldly redefining commerce by simplifying complex payments ecosystems across the world. As the leader in commerce-enabling technology, Shift4 powers billions of transactions annually for hundreds of thousands of businesses in virtually every industry. For more information, visit www.shift4.com.

Overview

We are seeking a highly skilled and motivated individual to join our team. The ideal candidate will work closely with our clients, promoting the highest level of service and professionalism. This role involves managing relationships with merchants from contract receipt through installation, then handing off the account to the Launch team. This includes gathering all necessary data and configuration to ensure a seamless merchant onboarding experience.

Key Responsibilities

• Client Engagement: Build rapport with merchants and gather detailed information to understand their needs for Point of Sale (POS) configurations, reporting requirements, and how SkyTab can meet them.


• Project Management: Independently manage the complete lifecycle of merchant onboarding, including data gathering, configuration, and coordination of installation dates to ensure timely delivery of equipment.


• Technical Expertise: Program merchant menus, set up online ordering, explain marketplace integrations, and ensure orders are correct. Proficiency in Shift4 Dine is a plus.


• Customer Satisfaction: Go above and beyond to ensure complete merchant satisfaction by offering exceptional service tailored to client needs.


• Communication: Maintain communication through multiple channels, such as email, phone calls, ticket systems, and chat systems. Explain our gift card program and ensure the relevant department communicates effectively and meets the merchant's needs.


• Training: Configure menus and train merchants on the use of Shift4 products and services.


• Problem Solving: Use critical thinking and research skills to determine the feasibility of requested features, ensuring they align with our capabilities. Additionally, develop creative solutions to meet merchants' unique needs.


• Documentation: Maintain accurate records of client interactions and configurations using Excel, Microsoft Suite, and Google Suite systems. Proficiency in Monday.com is a plus.


• Industry Knowledge: Acquire and maintain an in-depth understanding of the merchant processing industry and your role within the organization.

Qualifications

• Technical Skills: Deep understanding of hardware platforms, configuration methods, and experience in hardware deployment and logistics. Strong proficiency in Excel and other Microsoft and Google Suite systems.


• Soft Skills: Excellent listening, oral, and written communication skills. Friendly and enthusiastic personality with strong attention to detail.


• Self-Management: Ability to self-manage, use critical thinking, and willingness to conduct research and testing as needed.


• Customer Focus: Highly motivated and dedicated to delivering exceptional service to our SkyTab accounts. This role involves providing merchants with comprehensive white-glove service, ensuring that every aspect of their experience is handled with the utmost care and attention to detail.


• Leadership: Excellent communicator with strong leadership skills, thriving in challenging environments.


• Problem-Solving: Possess a natural ability to identify problems and develop creative solutions to address them. Additionally, demonstrate the capability to quickly ease and de-escalate elevated situations, ensuring a positive outcome for both the merchant and the company.


• Bilingual: Proficiency in English and Spanish is a plus but not required.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.