Merchant Onboarding Manager II

Overview

SME Sales & Activation Engine

1. Team Leadership & Sales Culture

• Hire, train, and lead a large team of Inside Sales Managers and Executives.
• Build a high-performance culture focused on distinct KPIs: Call volume, connect rates, conversion rates, and time-to-live.
• Coach managers on driving daily productivity and holding their teams accountable.
• Foster a culture of trust, directness, and psychological safety, while maintaining uncompromising standards for output.

2. Tech-Enablement & Pre-Qualification

• Lead the integration of technology (AI, automation, or CRM tools) to automate the pre-qualification of leads before they reach the sales team.
• Design workflows where technology handles the heavy lifting of vetting, allowing your sales team to focus solely on high-quality, convertible merchants.
• Continuously audit our sales stack to remove friction and increase "selling time" per agent.

3. Operational Ownership (The Funnel)

• Own the end-to-end funnel metrics
• Identify leakage points in the funnel. If merchants are stalling at the "Approved" stage, you find the root cause and fix it.
• Review numbers daily/weekly. Challenge performance narratives with data, not feelings.
• Balance speed with quality, ensure we are launching merchants fast, but also launching them
• *correctly*
• so they transact immediately.

4. Process Design & Continuous Improvement

• Design and document SOPs and Playbooks for the sales and onboarding teams.
• Remove bottlenecks by clarifying dependencies between Sales, Risk, and Ops.
• Drive structural fixes over manual workarounds. If a process requires constant escalation, it is broken—you are here to fix it.

5. Performance Management & Reporting

• Define clear success metrics (Daily Activity, Pipeline Health, Activation Speed) and ensure consistent tracking via dashboards.
• **Collective Performance Model:**
• Implement a structure where team success dictates individual success.
• Ensure transparency in how targets are set and reviewed.
• Hold managers accountable for
• *outcomes*
• (revenue/live merchants), not just
• *outputs*
• (number of calls made).

6. Cross-Functional Alignment

• Act as the primary bridge between RevOps, Risk, Legal, Product, and Tech.
• Translate cross-functional constraints (e.g., changes in Risk policy) into clear execution plans for your sales floor.
• Escalate strategically, bring solutions and context, not just noise.

What Success Looks Like

• **High Efficiency:**
• High volume of calls/activities yielding high conversion rates due to effective pre-qualification tech.
• **Speed to Lead:**
• Merchants are contacted, signed, and activated rapidly.
• **Predictability:**
• Targets are hit consistently without end-of-month panic/firefighting.
• **Strong Leadership:**
• You have built a layer of strong managers who can run the floor independently.
• This role sits above day-to-day execution but requires a deep understanding of sales floor dynamics, funnel mechanics, and operational rigor.
• **7+ years experience**
• in high-velocity Sales, Business Development, or Sales Operations.
• **3+ years experience**
• managing managers and large teams (15+ people).
• Proven track record of implementing sales technology (Dialers, CRM automation, Lead Scoring) to drive efficiency.
• Experience in Fintech, BNPL, SaaS, or high-volume E-commerce is strongly preferred.
• Strong command of data (Excel/Sheets, Salesforce/HubSpot, Tableau/Looker).

What This Role Is Not

• Not an Individual Contributor role (you are leading leaders)
• Not a purely "Strategy" role (you must be willing to get your hands dirty in the ops).
• Not a "Relationship Management" role (this is about acquisition and activation velocity).