Senior Merchant Success Manager

We champion continuous learning and innovation. Youll take on real problems, create tangible solutions, and drive results that move the needle for ShipBob, our merchants, and for your own professional growth. feedback flows in both directions, and everyone, regardless of their seniority or role, steps up to help when needed. Experience a High-Performance Culture and Clear Purpose:

Location:

Remote in these states: The Senior Merchant Success Manager (Sr. MSM) has a mission to provide a world-class experience to grow and retain ShipBob’s enterprise and strategic merchants. They are constantly working to identify and understand their merchants’ unique needs and deliver exceptional value. MSM aligns with ShipBob’s more complex middle-market merchants who are expanding into new markets, diversifying their fulfillment, and scaling rapidly. MSM will need to be comfortable managing strategic business reviews, communicating both business and industry insights, and driving tactical account planning. MSM is building a positive team culture, being a merchant advocate, and aligning strategic relationships at the executive level to establish a trusted partnership and lasting results. This role reports to the Manager, Merchant Success.
Work closely with internal stakeholders and team leads to continuously improve the merchant experience.
Increase the average performance and KPIs of your customers’ to ensure a world-class customer experience.
Coach team members to enhance performance to middle market, complex merchants.
Analyze your merchants’ supply chain performance and identify opportunities or risks to help advise proactive countermeasures.
Conduct business reviews and track merchant growth within ShipBob and identify areas for further expansion.
Grow and maintain transparent and strategic relationships at all levels within your merchants.
4 - 6 years of experience in sales and merchant services in a related industry.
~ Established ability to manage and foster a positive team culture.
~ Demonstrated ability to build consultative and executive-level customer relationships.
~ Advanced experience in Microsoft Office Suite.

Medical, Dental, Vision & Basic Life Insurance
~ Paid Holidays & Flexible Time Off Program
~ ShipBob believes in transparency while providing a competitive total compensation package with a pay for performance approach. In addition to base salary, this role includes the opportunity to be eligible for participation in the Companys discretionary bonus plan based on Companys plans and in accordance with Company’s policies.
Diversity of experience and skills combined with passion is a key to innovation and excellence; Building the world’s leading full-stack fulfillment platform is challenging work. The problems we solve are complex, the pace is fast, and the bar is high. If you are ready to take ownership, push boundaries, and grow alongside a team that genuinely supports each other, we would love to hear from you.
ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid-Market ecommerce merchants to provide them access to best-in-class capabilities and to deliver a delightful shopper experience. Merchants can outsource their entire fulfillment operations, utilize ShipBob’s proprietary warehouse management system for in-house fulfillment, or take advantage of a hybrid solution across ShipBob’s dozens of fulfillment center network in the United States, Canada, United Kingdom, Europe, and Australia. ShipBob is backed by leading investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners, and SoftBank Vision Fund 2, and is one of the fastest-growing tech companies headquartered in Chicago.

At ShipBob, every full-time employee gets access to our best-in-class AI and productivity tools from Day 1 at no cost. Whether youre in Talent, Operations, Finance, Engineering, or Customer Success, we expect you to ask:

how can this be done better, faster, or smarter? We may use AI-assisted tools during the recruitment process to support administrative functions such as transcribing interviews, generating summaries or notes, organizing interview feedback, facilitating candidate communications, and helping recruiters identify candidates whose qualifications may align with job requirements. Hiring decisions are made by trained human reviewers who consider the candidates application, interview performance, qualifications, experience, and other relevant factors. 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.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
There is no deadline to apply for this position, as ShipBob accepts applications on an ongoing basis

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