Merchant Success Manager

Location: Remote in these states: AZ, CA, CO, FL, GA, KS, KY, IA, ID, IL, IN, MA, ME, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OR, PA, RI, SC, SD, TN, TX, VA, VT, WA, WI

As a member of the ShipBob Team, you will benefit from an environment where everything is achievable. We aim to be a place where you can:

• Write Your Career Story. Because we are solving some of the most difficult problems in global commerce, you have the opportunity to write the story that will make your career.
• Experience Global Impact and Global Connection. At ShipBob we benefit from diverse cultures and perspectives in service of the global community.
• Grow With An Ownership Mindset. We believe that great innovation comes from great transparency. We are more resilient and more creative when we have an inclusive and transparent culture where everyone knows our strengths and opportunities.

Role Description:

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.

About You:

At ShipBob, we’re looking to bring on board people who embody our core values:

• Be Mission-Driven. We want team members that are passionate about helping entrepreneurs improve their business, and bring that passion every day.
• Be Humble. We have ambitious goals, and our team members understand that success or failure depends on us working together and leaving egos at the door.
• Be Resilient. Logistics is a complicated business. So is software. We value team members that never give up and keep iterating until a problem is solved.
• Be a Creative Problem Solver. As a startup, we value smart, innovative solutions to complex problems. We fall in love with the problem, not our “favorite” solution.

What You’ll Do:

• Consultation: Understanding Merchant Needs and Goals.
• Upon account assignment, uncover what “success” means to a Merchant.
• Continually re-evaluate success criteria, needs, and goals of Merchants.
• Solutions: Facilitating Merchant Growth and Success.
• Based on Merchant needs and success criteria, develop dynamic action plans including deliverables by ShipBob and recommendations for Merchant to inspire success.
• Adoption: Push Merchant Use of Key ShipBob Features.
• Marry Merchant objectives with ShipBob capabilities to push use and adoption of key functions and features as part of ShipBob’s offerings.
• Risk Management: Nip Issues in the Bud.
• Actively monitor merchant health and take quick and decisive action to course-correct.
• Collaboration: Involve Key Stakeholders and Teams.
• 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.
• Perform: Nail Key Performance Indicators (KPIs).
• 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.

What You’ll Bring To The Table:

• 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.

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions.

About Us:

ShipBob is a cloud-based logistics platform that partners with thousands of e-commerce businesses to help make their entrepreneurial dreams a reality. We offer a full suite of fulfillment solutions for our merchants, including the ability to improve their transit times, shipping costs and deliver a best in class experience to their customers.

As one of the fastest growing tech companies in Chicago backed by blue-chip investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners and SoftBank Vision Fund 2, our goal is to continue to be the best fulfillment technology in the industry.

Perks & Benefits:

• Medical, Dental, Vision & Basic Life Insurance
• Paid Maternity/Parental Leave Program
• Flexible Time Off Program
• Paid Sick Leave and Paid Emergency Leave
• Floating Holidays (2 days/year)
• Wellness Days (1 day/quarter)
• 401K Match
• Competitive Salary, Performance Bonus
• Variety of voluntary benefits, such as, short term disability
• Referral Bonus Program
• Fun Culture >>> Check us out on Instagram (@lifeatshipbob)

ShipBob believes in transparency while providing a competitive total compensation package with a pay for performance approach. The expected base pay range for this position is $68,400 - $85,000.

Reports to: Manager of Merchant Success

Classification: Salaried/Exempt 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.