Title: 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, UT, VA, VT, WA, WI
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. This is a unique, new role focused on supporting our rapidly expanding merchants based in China, who are partnering with ShipBob to expand their business to the US and other global markets. 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.
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:
- Fluency in Mandarin (both written and spoken) is required.
- Minimum of 3 years of experience in sales and merchant services in the Fulfillment and Logistics industry.
- Demonstrated ability to meet and achieve role expectations as a AMSM for 12 months.
- 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.
Perks & Benefits:
- Medical, Dental, Vision & Basic Life Insurance
- Paid Maternity/Parental Leave Program
- Flexible Time Off Program
- Paid Sick Leave
- Floating Holidays (2 days/year)
- Wellness Days (1 day/quarter)
- 401K Match
- Competitive Salary, Performance Bonus
- Comprehensive Benefits Package
- Referral Bonus Program
- Fun Culture >>> Check us out on Instagram (@lifeatshipbob)
Reports to: Manager of Merchant Success
Classification: Salaried/Exempt
ShipBob believes in transparency while providing a competitive total compensation package with a pay for performance approach. We are targeting a salary range of $68,400-78,000 for this role. The full base pay range for this position in our architecture is $57,834 - $96,390.
