SaaS Implementation Analyst

• Managing full-lifecycle implementation of a payments industry CRM and Residuals platform, ensuring seamless deployment and successful adoption. • Acting as the subject matter expert within the Merchant Central Support team for handling tasks and requests pertaining to the Residuals module. • Solving residual calculation tickets accurately using Excel and the Merchant Central platform. • Interacting with clients over Zoom and email that have questions pertaining to residual calculations, and configuration updates. • Creating new mathematical formulas and verifying existing formulas to ensure that residual income calculations are being reported correctly on client sites. • Provide clear, professional guidance on using and configuring Merchant Central Residuals module, tailoring explanations to clients’ needs and varying levels of technical expertise. • Logging software issues, bugs or inconsistencies that are reported by clients using JIRA and Zendesk tools. • Creating visual mockups and written descriptions of suggestions for the development team related but not limited to the Residuals functionality. • Training and coaching new clients on the benefits of Merchant Central to ensure maximum adaptability and stickiness. • Taking interest in and educating yourself about the payments industry to be able to provide the most accurate and up to date information. • Collaborate with cross-functional teams with a focus on Sales and Partner Experience to define data needs and implement data-driven solutions. • Communicate findings effectively to both technical and non-technical stakeholders. • Assist in conducting ad-hoc analyses and data extraction when needed.