Professional Services Lead – Merchant Solutions

Job Purpose

The Professional Services Lead – Merchant Solutions is responsible for leading the design, delivery, and successful implementation of complex merchant solutions across a dynamic payments environment. This role acts as a key bridge between merchant clients, internal business teams, and technical stakeholders, ensuring that solutions are both commercially viable and technically robust.

As a Professional Services Lead – Merchant Solutions, you will take a hands-on leadership approach, combining deep technical expertise with strong delivery execution. You will support complex merchant engagements from pre-sales through to implementation and post-go-live stabilisation, ensuring seamless integration and exceptional client experience.

Role Overview

The Professional Services Lead – Merchant Solutions operates in a player-coach capacity, actively contributing to solution design while guiding teams through execution. The role focuses on delivering tailored merchant solutions that balance bespoke client needs with platform scalability and operational efficiency.

You will collaborate closely with Sales, Product, Engineering, Operations, Risk, and Compliance teams to ensure that all merchant solutions are aligned with business objectives and regulatory requirements. The Professional Services Lead – Merchant Solutions also plays a critical role in identifying opportunities for optimisation, growth, and continuous improvement.

Key Responsibilities

Solution Design and Delivery

• Lead end-to-end delivery of merchant solutions from pre-sales engagement through implementation and stabilisation.
• Translate merchant business and operational requirements into practical technical solutions and delivery plans.
• Design and implement solutions across omnichannel payment environments, including POS, e-commerce, and gateway integrations.
• Develop API-based and platform-driven solutions that integrate seamlessly with ERP systems, billing platforms, and third-party services.
• Ensure solutions are scalable, efficient, and aligned with platform standards.

Pre-Sales and Commercial Support

• Support commercial and growth teams in structuring complex merchant deals.
• Participate in client workshops, solution discussions, and technical engagements.
• Scope solutions, estimate effort, define delivery timelines, and identify risks.
• Contribute to proposals, technical documentation, and solution presentations.

Stakeholder and Client Management

• Act as the primary contact for professional services engagements with complex merchant clients.
• Build and maintain strong relationships with merchant stakeholders across technical, operational, and commercial functions.
• Manage expectations related to scope, timelines, and delivery outcomes.
• Provide clear communication and regular updates throughout the project lifecycle.

Cross-Functional Collaboration

• Work closely with Product, Engineering, Payments Operations, Risk, Compliance, and Legal teams.
• Ensure merchant requirements are clearly defined, documented, and prioritised.
• Facilitate collaboration to deliver integrated and high-quality solutions.
• Drive timely resolution of technical and operational challenges.

Governance, Risk, and Compliance

• Ensure all solutions meet security, regulatory, and compliance standards.
• Maintain delivery governance across all assigned engagements.
• Identify risks early and implement mitigation strategies.
• Oversee testing processes, user acceptance, and go-live readiness.

Post-Implementation and Continuous Improvement

• Provide post-go-live support to ensure solution stability and successful adoption.
• Identify optimisation and expansion opportunities based on merchant usage.
• Feed insights and recurring requirements back to Product and Platform teams.
• Continuously improve delivery processes and solution effectiveness.

Minimum Requirements

Education

• Bachelor’s Degree in Information Technology or a related field

Experience

• 6 to 10+ years of experience in professional services, solution delivery, implementation, or technical consulting
• Proven experience working with complex merchant or enterprise clients
• Strong exposure to payments, fintech, transaction banking, or platform-based environments
• Experience supporting pre-sales engagements and complex deal structuring
• Familiarity with regulated environments such as banking or payments

Core Competencies

• Strong solution design and technical integration expertise
• Excellent stakeholder management and communication skills
• Ability to manage multiple complex projects simultaneously
• Strong analytical and problem-solving skills
• High attention to detail and delivery excellence
• Ability to work in fast-paced, high-pressure environments
• Strong understanding of compliance and regulatory frameworks

Employment Equity

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, applications from individuals with disabilities are encouraged.