Pre-Launch, Sr Associate

Summary
The Pre-Launch, Sr Associate manages the complete lifecycle of merchant onboarding, from contract to installation, before accounts transition to the Post-Launch team. This role requires technical expertise, strong communication skills, and project management ability to deliver a seamless onboarding experience. The Sr Associate also provides menu programming, training, and proactive problem-solving, ensuring white-glove service for Shift4’s SkyTab merchants.

Responsibilities

• Build rapport with merchants to understand their POS needs, reporting requirements, and SkyTab configurations.
• Independently manage the lifecycle of onboarding, including data gathering, configuration, and installation scheduling.
• Program merchant menus, configure online ordering, and ensure marketplace integrations and orders are correct.
• Train merchants on the usage of Shift4 products and services.
• Provide white-glove service, ensuring merchant satisfaction throughout onboarding.
• Maintain clear communication across all channels (email, phone, tickets, chat).
• Research and apply problem-solving skills to assess feasibility of requests and create solutions.
• Document interactions and configurations accurately using Excel, Microsoft Suite, Google Suite, and Monday.com.
• Acquire and maintain industry knowledge of merchant processing and Shift4 systems.
• Support special projects as assigned by leadership.
  
  

Qualifications

• High school diploma or equivalent required.
• Deep understanding of hardware platforms, configuration methods, deployment, and logistics.
• Strong proficiency in Excel, Microsoft Suite, and Google Suite; experience with Monday.com is a plus.
• Excellent written, oral, and listening communication skills.
• Strong attention to detail with the ability to self-manage and think critically.
• Natural problem-solving skills with the ability to de-escalate issues effectively.
• Customer-focused mindset with a commitment to white-glove service.
• Strong leadership and team collaboration skills.
• Friendly, enthusiastic, and professional demeanor.
• Bilingual (English/Spanish) is required.
  
  

Grade 5