Merchant Success Manager

ShipBob, Inc.

5h•$63,248 - $105,413•Remote

About The Position

The Merchant Success Manager (MSM) will join ShipBob’s growing Merchant Success team responsible for understanding the unique strategic needs of each of our merchants and delivering massive value to help facilitate their growth and success. The MSM will build and manage solid partnerships through a variety of communication methods, including regular proactive health checks, strategic quarterly business reviews, phone, and email correspondence to ensure a positive business impact. This role reports to the Manager, Merchant Success.

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

Responsibilities

Upon account assignment, uncover what “success” means to a Merchant.
Continually re-evaluate success criteria, needs, and goals of Merchants.
Based on Merchant needs and success criteria, develop dynamic action plans including deliverables by ShipBob and recommendations for Merchant to inspire success.
Marry Merchant objectives with ShipBob capabilities to push use and adoption of key functions and features as part of ShipBob’s offerings.
Actively monitor merchant health and take quick and 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.
NPS: foster Merchant advocacy by providing world class experience.
Churn: contribute to ShipBob’s company growth through high merchant retention.
Upsell: usher in mutual success for Merchant and ShipBob through adoption of new, key features and services.
Additional duties and responsibilities as necessary.