Director of Merchant Success at QuadPay

| Greater NYC Area
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Quadpay was founded in 2018 with the goal to transform the way shoppers pay for their purchases. Would you believe that more than 60% of millennials don’t own a credit card and over 57% of Americans have less than $1,000 in savings? Believe it. Quadpay is helping people make larger purchases accessible with responsible budgeting. We believe in choice and in giving shoppers the freedom and flexibility to manage their purchases in the way that best suits their finances.
We are proud that QuadPay is one of the fastest growing fin-tech start-ups. We use G Suite to communicate when we aren’t chatting (or often, sending pictures of our pets) on Slack. We’ve got a stocked kitchen and beautiful loft office near Madison Square Park. Our team loves coming to work and has fun during our regular all hands meetings, happy hours, and trivia nights. Come join us! 
We are hiring on behalf of a scaling Payments start-up in the buy now pay later space, who are looking for a Director of Merchant Success to join their business who are going through hyper growth.
The Director of Merchant Success will look after three Merchant Success teams, including Enterprise Success, Success operations and account managers. We need someone who thrives on managing and supporting an existing team, as well as hiring and growing out this function in the business. We are looking for a friendly, personable person, who thrives in a start-up payments business who have just had $130m in funding.

What You'll Do:

  • Lead and manage and scale a team of 12
  • Partner and Merchant Success executives and leaders
  • Recruit, train, mentor and scale the teams
  • Expose subset of metrics to executive team, company, and board
  • Define Success Organization Career Development
  • Partner with the Chief Experience Officer and founders to iterate on career development plans and measurement of the CS teams
  • Create meaningful partnerships with Exec to drive conversations surrounding churn, co-marketing budgets, rate changes etc.
  • Drive positive Merchant Success outcomes across experience bands
  • Drive adoption of the company and benchmark impact to Merchant’s business
  • Drive expansion in coordination with sales, create repeatable hand off process from sales to account management
  • Optimize Merchant Lifecycle for all experience bands
  • Iterate key milestones of Merchant journey by experience level
  • Standardize playbooks and interventions and escalations for each point in journey
  • Define executive engagement programs for Merchants
  • Refine segmentation of Merchant base and varying strategies
  • Systematize the management and reporting of Merchant lifecycle
  • Own Lifecycle of Merchant Success Activities
  • Develop frameworks for CSMs to leverage in Merchant engagements and milestones
  • Standardize reporting on impact of Merchant Success activities across lifecycle
  • Define, measure, and improve on effectiveness of Merchant Success

You Should Have:

  • Experience building and leading a Merchant Success team, ideally in a payments, e-commerce or fin-tech startup
  • Experience with SaaS solution offerings and ability to articulate the benefits of SaaS
  • Experience scaling a success team during hyper growth phase
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Strong empathy for Merchants AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Proven ability to motivate and focus teams, as well as being a friendly empathetic leader
  • Ability to create meaningful cadence of QBRs with standardized KPIS and metrics

Technology is changing the way people interact with the world and we’re bringing that revolution to the way people shop and transact. We allow shoppers to buy anywhere, at anytime - and pay in 4 interest-free, automatic installments over 6 weeks. You get the product right away and QuadPay will pay the merchant upfront. 
We're looking for someone who can join our high-functioning team of passionate support professionals and we value a range of diverse backgrounds, experiences, and ideas. We pride ourselves on diversity and creating an inclusive workplace that provides equal opportunities to all persons regardless of age, race, color, religion, sex, sexual orientation, gender identity and expression, national origin, disability, military and/or veteran status, or any other protected classes.
We're growing very quickly and always looking for talented people to join our team and help transform the way consumers shop and pay!

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • VueJSLibraries
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    • AngularJSFrameworks
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    • FlaskFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • .NET CoreFrameworks
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    • MongoDBDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • SegmentAnalytics
    • SketchDesign
    • FigmaDesign
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
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    • MailChimpEmail
    • MandrillEmail

Location

Our office is located in the beautiful Flatiron neighborhood of New York City and is half a block from Madison Square Park!

An Insider's view of QuadPay

What’s the vibe like in the office?

Quadpay is a place where you get to work with incredibly talented and smart people. Collaboration is welcomed and asking questions is encouraged. We care about the product but care even more about creating a fun workplace environment!

Rehema

People Operations Coordinator

How do you collaborate with other teams in the company?

Whenever a merchant flags there is an issue we are quick to diagnose and release a fix. I work closely with our Merchant ops engineering team to track a trend and share the scale of the issue with developers. We then work together on what the quickest fix will be by sharing what the real needs are of the merchant.

Natalie

Account Manager

How has your career grown since starting at the company?

I joined as an early engineer in July 2018. I have worked on all aspects of the platform from merchant integrations, back-end microservices, and front-end applications. I'm now leading a team of engineers as we try to usher in new tools and features for our merchants, improve our customer's online experience, and scale a system to the next level.

Andy

Engineering Manager

How do your team's ideas influence the company's direction?

Our team structure is set up to be cross-functional including designers, engineers, analysts and product managers who are constantly listening and talking to our customers to be inspired by what they say and how they behave. This inclusive, customer centric and data-driven culture drives a lot of our strategic direction and decisions.

Saad

VP, Product

What makes someone successful on your team?

The traits that make someone successful at Quadpay are the same traits that I am looking for when recruiting candidates to our company; I am always looking for driven, passionate, collaborative people, who come to work every day with our future state in mind. We love working together to get there.

Becca

Senior Recruiter

What are QuadPay Perks + Benefits

QuadPay Benefits Overview

Company benefits include:
- 100% company paid Health Insurance (Medical, Dental & Vision)
- Company-sponsored 401k plan
- Employee stock options/equity offering
- Generous PTO policy
- Commuter benefits program
- Discounted gym membership
- Bi-annual company retreats (#sQUADdays)
-Great office location, Flatiron District!

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within
Paid industry certifications

Additional Perks + Benefits

QuadPay is committed to building a diverse, equitable and inclusive workforce. We are an equal opportunity employer and welcome qualified applicants, regardless of gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, pregnancy status, veteran status, or any other differences. If you have a disability or special need that requires accommodation, please let us know. Members of communities historically underrepresented in tech are encouraged to apply.

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