Senior Merchant Success Manager

As a member of the ShipBob Team, you will...

• Grow with an Ownership Mindset: We champion continuous learning and proactive innovation. Team members are encouraged to identify challenges and take ownership of initiatives that drive merchant, company and personal growth. By tackling complex problems and exploring creative solutions, you won’t just follow a playbook, you’ll be actively building the future of ShipBob.
• Collaborate with Peers and Leaders Alike: ShipBob values collaboration and support, where team members and leaders alike are committed to helping each other succeed. We all set high standards and understand the importance of transparency at all levels. We’ve created an environment where trust, open communication, and mutual respect motivate our teams to reach new heights.
• Experience a High-Performance Culture and Clear Purpose: Our commitment to delivering results creates a goal-driven, high-performance culture where everyone is empowered to contribute to our mission with a clear understanding of their direct impact and accountability. We measure success in tangible ways, allowing each team member to see the positive outcomes of their work and celebrate shared victories.

Location: Remote in India

Working hours: Central Time Zone (US)

Role Description The Sr. Merchant Success Manager (Sr. 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 MSS will manage a portfolio of Shipbob's medium-sized merchants. This role will build and manage solid partnerships by working in concert with our merchants to do the following:

• Be a strategic partner with the merchant
• Enable merchant to achieve success by helping them grow their business
• Serve as an escalation point for Merchants
• Work with Merchants and cross-collaboratively with the ShipBob team to deliver against success criteria.
• Build solid relationships through regular proactive health checks, phone, and email correspondence to ensure a positive business impact.
• Own the outcomes of partnership with Merchant, including risk management and demonstrating positive value against success criteria.

This role reports to Manager/Sr. Manager of the Merchant Success.

What You’ll Do

• Understand merchant needs and goals.
• Continually re-evaluate success criteria, needs, and goals of merchants.
• Facilitate merchant growth and success.
• Develop a dynamic action plan including deliverables by ShipBob and recommendations for merchants to drive success.
• 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.
• Actively monitor merchant health and take quick and action to course-correct.
• Manage a book of approximately 30 merchants(International markets) or work in tandem with a Merchant Success Manager on a team. Size of books will vary based on merchant size, growth and complexity.
• Nail Key Performance Indicators (KPIs):

• Revenue Retention: You will receive a target forecast goal for your book of business at the beginning of the quarter. Performance is based on revenue as a percentage to forecast at the end of the quarter.
• Logo Retention: Based on percentage of merchants retained in a quarter within the book of business that the Sr MSM manages.
• Churn: contribute to ShipBob’s company growth through high merchant retention.
• Upsell: usher in mutual success for Merchant and ShipBob through the adoption of new, key features and services.

• Additional duties and responsibilities as necessary.

What You’ll Bring To The Table

• Excellent written and verbal English communication skills, including the ability to express oneself with confidence.
• Between 6-12 years of experience in Sales, Account Management, Customer Success or Merchant services in the technology/SaaS industry managing some of the high revenue enterprise clients.
• Must have international client handling experience. Especially North American, EMEA or APAC markets.
• 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.
• Good to have proficiency on: Excel, Outlook, SalesForce, PowerBi.

Perks & Benefits

• Medical, Term & Accidental Insurance
• All Purpose Leave (casual & sick time): 12 days
• Earned Leave: 15 days
• Public Holiday: 12 days
• Generous Maternity & Paternity Leave
• Quarterly Wellness Day
• Work From Home Allowance
• See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob)

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions.

About You The work we do at ShipBob is both challenging and rigorous, which means our environment isn’t the right fit for everyone, and that’s okay. We welcome energetic high performers who thrive in a dynamic, collaborative, results-driven environment. We value individuals who embrace accountability and humility, push boundaries, and are motivated by challenging work. Every team member, no matter their role or tenure, is expected to roll up their sleeves and tackle the complex problems we face in today’s global supply chain.

Learn more about our core values and how we perform at a high level in our day-to-day work on our Culture page (https://www.shipbob.com/careers/culture/).

About Us 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.

*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 .