Merchant Success Manager

ShipMonk•Las Vegas, NV

About The Position

The Merchant Success Manager will be involved in all aspects of the merchant experience, focusing on top-tier accounts. Their main objective is to assist merchants in the growth and scale of their brands through logistics and operational expertise, and by helping them better understand the full potential of ShipMonk. This role requires championing a collaborative culture with different business groups and departments to improve merchant support programs and enhance merchant satisfaction. The team is outcome-driven and merchant-focused, emphasizing partnership and long-term growth, with a deeper level of accountability with merchants, aligning with their goals rather than just fulfilling job obligations. The role proactively enables merchants to succeed using the platform, services, or solutions, shifting the conversation from simply managing relationships to being a strategic partner in merchant growth.

Requirements

Minimum three years of experience in a relatable Account Management/Client Success role.
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

Minimum one-year experience in a management position (preferred).
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 the company is servicing its 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.