Senior Merchant Success Manager

Location: 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

Role Description:

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. A Sr. MSM aligns with ShipBob’s more complex middle-market merchants who are expanding into new markets, diversifying their fulfillment, and scaling rapidly. The Sr. MSM will need to be comfortable managing strategic business reviews, communicating both business and industry insights, and driving tactical account planning. Success for a Sr. 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.

What you’ll do:

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.

Additional duties and responsibilities as needed.

What you’ll bring to the table:

4 - 6 years of experience in sales and merchant services in a related industry.

Business Review experience with internal and external stakeholders.

Established ability to manage and foster a positive team culture.

Demonstrated ability to build consultative and executive-level customer relationships.

Solid conflict resolution abilities and negotiation experience.

Advanced written and verbal communication skills.

Desire to work in a fast-paced environment.

Advanced experience in Microsoft Office Suite.

Perks & Benefits:

Medical, Dental, Vision & Basic Life Insurance

Paid Maternity/Parental Leave Program

Paid Holidays & Flexible Time Off Program

Paid Sick Leave

Wellness Days (1 day/quarter)

401K Match

Comprehensive Benefits Package >>> https://www.shipbob.com/careers/

See Our High-Performing 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 full base pay range for this position in our compensation architecture is $81,000 - $135,000. In addition to base salary, this role includes the opportunity to be eligible for participation in the Company's discretionary bonus plan based on Company's plans and in accordance with Company’s policies.