Title: Merchant Success Manager
Location: Remote in United Kingdom
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.
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 drive success.
- Adoption: Drive Merchant Use of Key ShipBob Features.
- Marry Merchant objectives with ShipBob capabilities to drive 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.
Reports to: Manager of Merchant Success
