Merchant Success Manager

Overview

The Merchant Success Manager builds and manages partnerships with ShipBob merchants to understand their strategic needs and drive their growth and success.

What you'll do

• Uncover what success means to each assigned merchant and continually re-evaluate their success criteria, needs, and goals.
• Develop dynamic action plans, including deliverables by ShipBob and recommendations for the merchant to inspire success.
• Marry merchant objectives with ShipBob capabilities to drive use and adoption of key features and services.
• Actively monitor merchant health and take quick, decisive action to course-correct.
• Work closely with the ShipBob Customer Support team to deliver a best-in-class merchant experience.
• Help dictate the product and services roadmap to deliver greater impact to merchant partners.
• Nail KPIs: foster merchant advocacy (NPS), contribute to company growth through high merchant retention (churn), and drive mutual success through adoption of new features and services (upsell).
• Perform additional duties and responsibilities as necessary.

What you'll need

• 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.

Details

• Remote, in these states: AL, AZ, CA, CO, FL, GA, KS, KY, IA, ID, IL, IN, LA, MA, ME, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OK, OR, PA, RI, SC, TN, TX, UT, VA, VT, WA, WI.
• Reports to the Manager, Merchant Success.
• Regular proactive health checks, strategic quarterly business reviews, phone, and email correspondence with merchants.
• Eligible for participation in the Company's discretionary bonus plan in accordance with Company plans and policies.