Merchant Onboarding Manager (m/f/d)

As a Merchant Onboarding Manager, you will play a vital role in ensuring an efficient and seamless onboarding experience for new and existing merchants. Serving as the primary technical and operational contact, you’ll guide merchants through the onboarding process, handling inquiries via phone and email, and working diligently to ensure swift, error-free connections. Your focus will be on executing and refining onboarding workflows, resolving issues proactively, and enhancing team metrics to deliver a world-class experience for both merchants and customers. 
In this role, you’ll collaborate closely with Sales, Key Account Management, and cross-functional teams to maximize merchant productivity and support customer-centric solutions. Additionally, you’ll contribute to knowledge sharing within the team by documenting best practices, optimizing workflows through automation, and continuously updating documentations. You will also be responsible for analyzing merchant data to identify opportunities, recommend product improvements, and implement onboarding initiatives that improve efficiency, drive revenue, and reduce costs. 
 
Key Responsibilities 

• Lead end-to-end customer onboarding initiatives to increase operational efficiency, improve customer experience, and meaningfully reduce costs.
• Manage multiple, dynamic priorities with accuracy and provide clear, actionable insights for merchant success.
• Serve as a key technical liaison, resolving merchant queries swiftly and minimizing potential onboarding delays using Salesforce and Postman to manage and troubleshoot technical inquiries.
• Collaborate with Sales, Key Account Management, and Product teams to identify optimal products and services for merchants.
• Analyze merchant data using SQL to identify potential improvements and develop tailored solutions.
• Document and share best practices, automate processes, and contribute to continuous improvements in onboarding workflows.
• Build and maintain strong cross-functional relationships, proactively keeping stakeholders informed and engaged.

• University Degree in Business, IT, or a related field, or equivalent practical experience.
• 3+ years of experience in merchant onboarding, account management, or technical support, ideally within a SaaS, fintech, or e-commerce environment.
• Technical aptitude, with the ability to understand APIs, business process flows, and Shop systems, such as Shopware, Magento, or Oxid.
• Analytical skills and proficiency in data interpretation to drive decisions and improve merchant experience.
• Proven ability to manage multiple priorities and deliver high-quality, data-driven recommendations.
• Excellent communication skills; able to convey complex information clearly and confidently to internal and external stakeholders.
• Experience in process improvement and automation tools to enhance team productivity, e.g.  Jira/Confluence.
• A collaborative, proactive attitude, with a commitment to ongoing learning and knowledge-sharing within the team.
• Language: German & English proficient.

We value our diversity and welcome everyone to our team. Regardless of ethnic and social background, religious views, worldview, gender, sexual orientation, physical and mental limitations, age, marital status, educational background and nationality. With over 200 employees and 40 different nationalities, we take our values seriously. These include ownership, growth, integrity, collaboration, customer centricity and inclusion (4/6 of our C-Level Board members are female).