Merchant Success Manager

6 days, 11 hours ago
Full-time
Mid Level
Customer and Technical Support
ShipBob

ShipBob

ShipBob is a global ecommerce fulfillment solution that empowers businesses to scale, offer 2-day shipping, manage inventory, and streamline shipments. With a focus on simplifying the shipping process, ShipBob provides best-in-class supply chain soluti...

Air Freight & Logistics
251-1K
Founded 2014
$330M raised

Description

  • Uncover each merchant’s definition of success, needs, and goals when accounts are assigned.
  • Regularly reassess merchant success criteria and adjust plans as needs evolve.
  • Develop dynamic action plans with ShipBob deliverables and recommendations to support merchant growth.
  • Drive adoption of key ShipBob features by aligning merchant objectives with platform capabilities.
  • Monitor merchant health and take timely action to prevent issues and course-correct risk.
  • Work closely with Customer Support to deliver a best-in-class merchant experience.
  • Help inform the product and services roadmap to increase impact for merchant partners.
  • Manage performance against KPIs including NPS, churn, retention, and upsell outcomes.
  • Build and maintain strong merchant partnerships through proactive health checks, quarterly business reviews, phone calls, and email.
  • Perform additional duties and responsibilities as needed.

Requirements

  • Minimum 3 years of experience in sales and merchant services in the technology industry.
  • Experience working toward quota attainment.
  • Strong ability to assess merchant needs and recommend effective solutions.
  • Demonstrated communication skills across oral, written, and in-person channels.
  • Experience collaborating cross-functionally to deliver comprehensive merchant solutions.
  • Proficiency with PowerPoint and Excel.
  • Remote location eligibility in the United Kingdom, specifically London.
  • Preferred or relevant experience in a high-performance, fast-paced environment.

Benefits

  • Medical and wellness benefits.
  • Life assurance.
  • Income protection.
  • Pension scheme.
  • Remote work based in the United Kingdom.
  • Opportunity to work in a high-performance culture with accessible leadership and strong team support.

Interested in this position?

Apply directly on the company website

Apply Now

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