Merchant Success Manager

Summary

ShipBob is a global supply chain and fulfillment technology platform serving ecommerce merchants. The Merchant Success Manager will understand merchant needs, build strategic partnerships, facilitate merchant growth, drive adoption of ShipBob features and services, manage risks, and collaborate with internal teams to improve merchant outcomes and retention.

Responsibilities

• Consultation: Understanding Merchant Needs and Goals
• Upon account assignment, uncover what “success” means to a Merchant
• Continually re-evaluate success criteria, needs, and goals of Merchants
• Solutions: Facilitating Merchant Growth and Success
• Based on Merchant needs and success criteria, develop dynamic action plans including deliverables by ShipBob and recommendations for Merchant to inspire success
• Adoption: Push Merchant Use of Key ShipBob Features
• Marry Merchant objectives with ShipBob capabilities to push use and adoption of key functions and features as part of ShipBob’s offerings
• Risk Management: Nip Issues in the Bud
• Actively monitor merchant health and take quick and decisive action to course-correct
• Collaboration: Involve Key Stakeholders and Teams
• Work closely with the ShipBob Customer Support team to deliver best-in-class Merchant experience
• Help dictate product and services road map to deliver greater impact to Merchant partners
• Perform: Nail Key Performance Indicators (KPIs)
• NPS: foster Merchant advocacy by providing world class experience
• Churn: contribute to ShipBob’s company growth through high merchant retention
• Upsell: usher in mutual success for Merchant and ShipBob through adoption of new, key features and services
• Additional duties and responsibilities as necessary

Skills

• Minimum 3 years of experience in sales and merchant services in the technology industry
• Aptitude to sell via quota attainment
• Keen perceptive intelligence in assessing merchant needs and driving solutions to meet those needs
• Demonstrated ability to communicate effectively through oral, written, and in-person mediums
• Experience collaborating cross-departmentally to deliver comprehensive solutions for merchants
• PowerPoint and Excel skills

Qualifications

Must Haves

• Minimum 3 years of experience in sales and merchant services in the technology industry
• Aptitude to sell via quota attainment
• Keen perceptive intelligence in assessing merchant needs and driving solutions to meet those needs
• Demonstrated ability to communicate effectively through oral, written, and in-person mediums
• Experience collaborating cross-departmentally to deliver comprehensive solutions for merchants
• PowerPoint and Excel skills

Benefits

• Medical, Dental, Vision & Basic Life Insurance
• Paid Maternity/Parental Leave Program
• Paid Holidays & Flexible Time Off Program
• Paid Sick Leave
• Wellness Days (1 day/quarter)
• 401K Match
• Comprehensive Benefits Package
• Eligibility for participation in the Company's discretionary bonus plan based on Company's plans and in accordance with Company’s policies
• Every full-time employee gets access to best-in-class AI and productivity tools from Day 1 at no cost