Director of Client Services
Job Description
We are seeking an experienced Director of Client Services to lead and manage our referral partner and card-not-present merchant account departments. This leadership role will oversee a dynamic team of Relationship Managers and Business Development Specialists, ensuring the successful onboarding, service, and support of eCommerce-based merchant accounts. This individual will play a crucial role in our sales and customer experience lifecycle, ensuring merchants’ success by providing ongoing technical and service-related assistance. The ideal candidate will have a minimum of 5 years of experience in Merchant Services, a deep understanding of Card Not Present (CNP) verticals, and hands-on expertise with payment gateways and merchant account solutions.
- Salary Range: 115k-135k + Bonus Incentives + Merit Based Raises
- Location: Newport Beach/Hybrid
- Reports To: Chief Revenue Officer/Chief Innovation Officer
- Job Type: Full-Time
Core Responsibilities
Leadership & Team Management:
- Oversee a team of Relationship Managers and Business Development Specialists, providing guidance, mentorship, and support.
- Establish clear goals and KPIs for the team, ensuring alignment with organizational objectives and customer success initiatives.
- Foster a collaborative and high-performance culture, promoting continuous learning and professional development within the team.
- Develop SOPs and inter departmental procedures to ensure the highest level of service to our clients.
Merchant Account Onboarding & Service Support:
- Manage and streamline the onboarding process for new merchant accounts, ensuring proper documentation and technical setups.
- Lead the team in providing ongoing support for existing merchants, handling inquiries related to pricing, technical issues, and other service-related concerns.
- Develop processes to address merchant queries quickly and effectively, ensuring seamless integration and operational success.
Technical Analysis & Troubleshooting:
- Provide oversight and support in resolving complex technical issues related to merchant accounts and payment gateways.
- Ensure a strong understanding of gateways such as NMI, Authorize.net, Fluidpay, and similar products within the team.
- Collaborate with technical teams to resolve integration and functionality issues, ensuring merchants can smoothly process payments and scale their operations.
Training & Development:
- Develop and deliver training programs to ensure that Relationship Managers and Business Development Specialists are skilled in constructing proper underwriting packages and understanding the sales and onboarding life cycle.
- Continuously improve training materials to address the evolving needs of merchants, ensuring the team can deliver optimal solutions for merchant success.
Cross-Department Collaboration:
- Work closely with sales, technical, and compliance teams to ensure alignment and seamless coordination in delivering exceptional client experiences.
- Act as a point of escalation for complex client situations, ensuring timely resolution and consistent communication.
- Working directly with Underwriting, Risk and Accounting to facilitate smooth service to both partners and merchants.
Strategic Oversight:
- Provide strategic direction for the growth and optimization of the client services department, focusing on increasing operational efficiency and improving the client experience.
- Monitor key metrics and client feedback to assess service effectiveness and identify areas for improvement.
- Feed all necessary information back to upper management as needed or requested.
Key Requirements
- Minimum of 5 years of experience in Merchant Services with a strong focus on Card Not Present (CNP) verticals.
- Proven track record in managing teams and driving success in a client services or account management role within the merchant services industry.
- Hands-on experience with payment gateways (e.g., NMI, Authorize.net, Fluidpay) and eCommerce-based merchant accounts.
- Experience in leading teams, writing SOPs, managing SLAs, and reporting.
- Strong understanding of merchant account underwriting processes and technical setups for eCommerce businesses.
- Proficient in analyzing technical issues, troubleshooting, and providing practical solutions.
- Exceptional leadership skills with the ability to inspire and motivate teams, set clear objectives, and achieve goals.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with clients, partners, and internal teams.
- Ability to effectively train and develop staff, ensuring the team has the necessary skills and knowledge to succeed.
- Education: Bachelor’s degree in Business, Finance, or a related field (preferred).
- Ability to thrive in a fast-paced, dynamic environment with shifting priorities.
- Strong analytical and problem-solving skills.
- Travel occasionally to industry shows.
Benefits Summary
- Health & Wellness – Competitive medical, dental, and vision insurance plans for employees and their families.
- Financial Security – 401(k) plan with company matching to support long-term financial planning.
- Paid Time Off – Generous PTO, including vacation, holidays, and personal days.
- Wellness Perks – Employee assistance programs, mental health support, and wellness initiatives.
- Flexible Work Options – Hybrid and remote work opportunities for eligible roles.
Why Join Us?
- Competitive salary and benefits package.
- Opportunity to work in a fast-growing company with a collaborative culture.
- Professional growth and development through continuous learning and training.
If you’re an experienced leader with a strong background in merchant services, a passion for developing teams, and a commitment to client success, we would love to hear from you.
