Lead revenue‑generating cross‑sell initiatives across the existing merchant portfolio
Oversee the Installation and Technical Support (ITS) function
Drive incremental revenue through proactive client outreach, targeted campaigns, and consultative conversations
Manage the ITS team responsible for gateway onboarding, account activations, technical setup, and training
Serve as an escalation point for complex client issues
Partner closely with Sales, Relationship Managers, Product, Pricing, and Technology teams
Deliver insights to leadership to improve client retention, adoption, and overall portfolio profitability.

Five + years in financial services; acquiring, accounting and client escalation management experience.
Demonstrated experience in cross sales, portfolio growth, or revenue generation
Strong background in client escalation management and complex issue resolution
Experience leading or supporting technical onboarding, implementation, or gateway support
Strong analytical, problem‐solving, and decision‐making skills
Excellent written and verbal communication skills
Proven ability to lead teams in a fast‐paced, evolving environment
Strong organizational and time management skills with attention to detail
Strong proficiency in Microsoft 365 tools including Excel, PowerPoint, Outlook, Teams, and SharePoint; ability to use data, dashboards, and reporting to drive decision‐making.
Ability to influence, drive change, and foster strong cross‐functional partnerships
Client‐focused mindset with a commitment to exceeding service and revenue expectations.

Health insurance
401(k) matching
Flexible work hours
Paid time off
Incentive compensation eligibility including production, commission, and/or discretionary incentives

Merchant Client Service Team Lead – Cross Sales, Installation and Technical Support

Key skills