Merchant Success Manager

Merchant Success Manager

Ship Monk isn't just a 3PL — we're the tech-powered growth partner for ecommerce brands, running 12+ owned fulfillment centers across the US, Canada, the UK, and Europe so our merchants can stress less and grow more.

The Merchant Success Manager will be involved in all aspects of the merchant experience. They will focus on our top-tier accounts. Their main objective is to assist our merchants in the growth and scale of their brands through logistics and operational expertise as well as helping the merchant better understand the full potential of Shipmonk. They must champion a collaborative culture with different business groups and departments, to improve merchant support programs and enhance merchant satisfaction.

• We are an outcome-driven and merchant-focused team, emphasizing partnership and long-term growth.
• We have a deeper level of accountability with our merchants, aligning with their goals rather than just fulfilling your own job obligations
• We are proactively enabling merchants to succeed using your platform, services, or solutions.
• We are shifting the conversation from simply managing relationships to being a strategic partner in our merchant's growth

• Deep dive into each assigned top tier account, learning the business of each merchant
• Align with the merchant's goals to better guide and service them
• Establish long-standing, trusted relationships with merchants, and develop open and effective channels of communication
• Update and assist with internal projects for merchants, to increase merchant satisfaction
• Encourage revenue growth by inspiring merchants to utilize additional services
• Become the reliable point of contact for each merchant
• Be involved in day-to-day operations to gain a better understanding of how our company is servicing our merchants
• Become the internal go-to for questions regarding top tier merchants
• Provide regular updates to merchants on the progress of their account regarding, but not limited to:
  Order flows, carrier and shipment statistics, client support tickets and inquiries, integrations, recommendations for improvement and growth

• Minimum three years of experience in a relatable Account Management/Client Success role
• Minimum one-year experience in a management position (preferred)
• Must be able to work in a fast-paced environment, and demonstrate the ability to meet deadlines
• Strong communication skills required (verbal and written)
• Must be willing to travel to different facilities and client locations
• Upbeat and enthusiastic personality, with a go-getter attitude
• Must be a problem solver with forward-thinking
• Proficiency with Microsoft Office
• Experience with Warehouse Management Systems is a plus
• Experience with Salesforce is a plus

We are exceptionally proud of our dedicated, brilliant Ship Monkers -- the employees who collaborate to provide first-class service, solve problems, and get the job done. We work hard and have fun at work while prioritizing growth, innovation, and diversity as key values. When we add new positions at Ship Monk, we define the role 80% and look for talented individuals who can join the team, run fast, and co-create the other 20% of their job.

We need our team to get engaged from Day 1 to do the work and define the work that will make us successful in the near and long term.

Perks Of Being a Ship Monker

• Full health benefits coverage (medical, dental, vision)
• Unlimited Paid Vacation Time
• 401(k) retirement plan

Ship Monk isn't just a 3PL; we're a growth partner for merchants. We provide cutting-edge technology and a network of owned and operated fulfillment centers that empower high-growth ecommerce and DTC brands to stress less and grow more. With over 2,500 employees across five countries, we're on a mission to revolutionize fulfillment by providing everything from the fastest click-to-delivery and real-time inventory to custom solutions—all with a merchant-first mindset.

We believe in building for the long term, and our success is powered by five key differentiators that help us become true partners to our merchants.

• Global Fulfillment Network:
  Our 12+ owned and operated fulfillment centers span the…