Merchant Success Manager

1 month, 1 week 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

  • Understand each assigned merchant’s goals, define what success looks like, and continually reassess needs and success criteria.
  • Develop dynamic action plans with ShipBob deliverables and recommendations tailored to merchant objectives.
  • Drive adoption of key ShipBob functions and features by aligning merchant goals with platform capabilities.
  • Monitor merchant health, identify risks early, and take decisive action to course-correct issues.
  • Build and manage strong merchant partnerships through proactive health checks, quarterly business reviews, phone, and email communication.
  • Collaborate closely with Customer Support to deliver a strong merchant experience.
  • Help shape the product and services roadmap to increase impact for merchant partners.
  • Track performance against key metrics including NPS, churn, and upsell outcomes.
  • Perform additional duties and responsibilities as needed.

Requirements

  • Minimum 3 years of experience in sales and merchant services in the technology industry.
  • Aptitude for selling through quota attainment.
  • Strong ability to assess merchant needs and translate them into effective solutions.
  • Demonstrated communication skills across oral, written, and in-person formats.
  • Experience collaborating cross-functionally to deliver comprehensive merchant solutions.
  • Proficiency with PowerPoint and Excel.
  • Remote candidates must reside in one of the listed eligible states.
  • Experience in a merchant-facing or customer success role is preferred.
  • Familiarity with account management, business reviews, or health checks is beneficial.

Benefits

  • Medical, dental, vision, and basic life insurance.
  • Paid maternity/parental leave program.
  • Paid holidays and flexible time off.
  • Paid sick leave.
  • Wellness days, one day per quarter.
  • 401(k) match.
  • Competitive total compensation with a target base salary of $75,000 to $85,000.
  • Eligibility for the company’s discretionary bonus plan.

Interested in this position?

Apply directly on the company website

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