Pre-Launch, Sr Associate

Overview

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 a plus, but not required.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.