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About the Role
The Merchant Success Manager (MSM) will join ShipBob’s growing Merchant Success team, responsible for understanding merchant needs and delivering value to facilitate their growth. The MSM will build and manage partnerships through proactive health checks, strategic quarterly business reviews, and regular communication to ensure positive business impact.
Responsibilities
- Understand what “success” means to a Merchant upon account assignment.
- Continually re-evaluate success criteria, needs, and goals of Merchants.
- Develop dynamic action plans including deliverables by ShipBob and recommendations for Merchants.
- Push Merchant use and adoption of key functions and features by aligning Merchant objectives with ShipBob capabilities.
- Actively monitor merchant health and take quick, decisive action to course-correct.
- 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.
- Foster Merchant advocacy by providing world-class experience (NPS).
- Contribute to ShipBob’s company growth through high merchant retention (Churn).
- Usher in mutual success for Merchant and ShipBob through adoption of new, key features and services (Upsell).
- Perform additional duties and responsibilities as necessary.
Requirements
- 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.
Location
- Hybrid in Sydney
Work Type
- Hybrid
Experience Level
- Minimum 3 years
Benefits
- Health and Wellness Benefits Stipend
- WFH Phone/Internet Stipend
- Access to AI and productivity tools from Day 1 at no cost
About the Company
- ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid-Market ecommerce merchants to provide them access to best-in-class capabilities and to deliver a delightful shopper experience.
- Merchants can outsource their entire fulfillment operations, utilize ShipBob’s proprietary warehouse management system for in-house fulfillment, or take advantage of a hybrid solution across ShipBob’s dozens of fulfillment center network in the United States, Canada, United Kingdom, Europe, and Australia.
- ShipBob is backed by leading investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners, and SoftBank Vision Fund 2, and is one of the fastest-growing tech companies headquartered in Chicago.
Equal Opportunity
- ShipBob provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
- This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.