Lead – Merchant Technology Solutions & Customer Success

Lead – Merchant Technology Solutions & Customer Success

Location: Mauritius
Company: PassPrivé

About the Role

PassPrivé is building a technology platform that helps merchants attract customers, manage bookings, accept digital payments, run offers and improve the overall customer experience.

We are looking for a Lead – Merchant Technology Solutions & Customer Success who can work closely with merchants to understand their business needs and recommend/upsell the right solutions from the PassPrivé platform.

This is not a traditional sales role, but has a sales+technology mix.

The role requires someone who can sit with a restaurant, salon, retailer, hotel, attraction or other business, understand how they currently operate, identify gaps and then help them use technology to improve their business.

You will own the merchant journey from understanding the problem → recommending the solution → activating it → ensuring successful usage.

What You Will Work On

PassPrivé offers merchants a growing range of technology and commercial solutions, including:

• QR-based digital payment solutions
• Restaurant reservations and table bookings
• Appointment booking solutions
• Customer offers and promotions
• Cashback and loyalty solutions
• Digital merchant profiles and discovery
• Customer acquisition campaigns
• Merchant analytics and reporting
• Other new merchant technology products introduced by PassPrivé

Your job will be to understand which solution, or combination of solutions, makes sense for each merchant.

Key Responsibilities

1. Understand Merchant Needs

Meet merchants and understand how their business currently operates.

Ask the right questions around:

• How customers discover them
• How they currently take bookings or appointments
• How customers pay
• Busy and quiet periods
• Customer retention and repeat business
• Promotions and offers
• Operational challenges
• Areas where technology could simplify their business

The objective is not simply to sell a product, but to identify where PassPrivé can genuinely add value.

2. Recommend Technology Solutions

Based on the merchant's requirements, recommend suitable PassPrivé solutions.

For example:

A restaurant may benefit from online bookings, a weekday customer offer and QR payments.

A salon may need appointment booking together with automated customer offers.

A retailer may benefit from QR payments, cashback and campaigns designed to increase repeat purchases.

You should be comfortable putting together simple solutions based on the merchant's actual needs.

3. Activate the Solution

Once a merchant agrees to use a solution, take responsibility for getting it live.

This can include:

• Setting up booking or appointment systems
• Configuring merchant profiles and offers
• Coordinating QR/payment activation
• Helping merchants understand dashboards and reports
• Training merchant staff
• Testing the customer journey
• Coordinating internally with PassPrivé's technology and operations teams

A merchant should not only be "signed". The solution should actually be working.

4. Customer Success

Maintain relationships with merchants after activation.

Regularly review:

• Whether the merchant is using the solution
• Number of bookings, transactions or redemptions
• Operational issues
• Feedback from merchant staff
• Opportunities to improve performance
• Additional PassPrivé solutions that could help the merchant

The objective is to turn merchants into active and successful users of PassPrivé, rather than simply businesses listed on the platform.

5. Identify Opportunities to Upsell and Cross-Sell

As you understand each merchant better, identify opportunities to introduce additional solutions.

For example:

Listing → Offer → Booking → Payment → Loyalty → Campaigns

The role should continuously look for ways PassPrivé can become more useful to the merchant.

6. Provide Feedback to the Product Team

You will be one of the closest people to merchants using PassPrivé technology.

You should identify:

• Features merchants are requesting
• Problems with existing processes
• Opportunities for new products
• Improvements to the merchant experience
• Common operational issues

Work closely with the PassPrivé product and technology teams to continuously improve the platform.

What We Are Looking For

We are looking for someone who is:

• Comfortable speaking with business owners and senior managers
• Curious about how businesses operate
• Comfortable understanding and demonstrating technology products
• Able to understand a problem and recommend a practical solution
• Strong at building long-term customer relationships
• Organised and able to follow through until implementation is complete
• Commercially minded and able to identify upselling opportunities
• Comfortable working independently and taking ownership

You do not need to be a software developer.

However, you should be comfortable learning technology products and explaining them simply to merchants.

Preferred Background

Candidates may come from backgrounds such as:

• Technology solutions sales
• SaaS / software sales
• Payments or merchant acquiring
• Fintech
• POS or restaurant technology
• Hospitality technology
• Business consulting
• Customer success / account management
• Digital transformation

Experience working with merchants, SMEs, restaurants, retailers, hotels or service businesses would be an advantage.

How Success Will Be Measured

Success in this role will not only be measured by the number of merchants signed.

We will look at:

• Number of merchant technology solutions successfully activated
• Usage of bookings, appointments, QR payments and other solutions
• Merchant satisfaction and retention
• Growth in merchant transactions and customer activity
• Number of merchants using multiple PassPrivé solutions
• Successful upselling and cross-selling
• Quality of merchant implementation and ongoing support

The Kind of Person Who Will Do Well

You will enjoy this role if you like walking into a business, understanding how it works and asking:

"What can we improve here using technology?"

You should enjoy solving problems, working with customers and seeing the solution actually being used — rather than simply closing a sale and moving on.