Merchant Success Manager

ShipMonk•Fort Lauderdale, FL

About The Position

The Merchant Success Manager will be involved in all aspects of the merchant experience. They will focus on our top-tier accounts. Their main objective is to assist our merchants in the growth and scale of their brands through logistics and operational expertise as well as helping the merchant better understand the full potential of Shipmonk. They must champion a collaborative culture with different business groups and departments, to improve merchant support programs and enhance merchant satisfaction. Who we are: We are an outcome-driven and merchant-focused team, emphasizing partnership and long-term growth. We have a deeper level of accountability with our merchants, aligning with their goals rather than just fulfilling your own job obligations We are proactively enabling merchants to succeed using your platform, services, or solutions. We are shifting the conversation from simply managing relationships to being a strategic partner in our merchant’s growth

Requirements

Minimum three years of experience in a relatable Account Management/Client Success role
Minimum one-year experience in a management position (preferred)
Must be able to work in a fast-paced environment, and demonstrate the ability to meet deadlines
Strong communication skills required (verbal and written)
Must be willing to travel to different facilities and client locations
Upbeat and enthusiastic personality, with a go-getter attitude
Must be a problem solver with forward-thinking
Proficiency with Microsoft Office

Nice To Haves

Experience with Warehouse Management Systems is a plus
Experience with Salesforce is a plus

Responsibilities

Deep dive into each assigned top tier account, learning the business of each merchant
Align with the merchant’s goals to better guide and service them
Establish long-standing, trusted relationships with merchants, and develop open and effective channels of communication
Update and assist with internal projects for merchants, to increase merchant satisfaction
Encourage revenue growth by inspiring merchants to utilize additional services
Become the reliable point of contact for each merchant
Be involved in day-to-day operations to gain a better understanding of how our company is servicing our merchants
Become the internal go-to for questions regarding top tier merchants
Provide regular updates to merchants on the progress of their account regarding, but not limited to: Order flows, carrier and shipment statistics, client support tickets and inquiries, integrations, recommendations for improvement and growth