Senior Merchant Success Manager

We champion continuous learning and innovation. You'll take on real problems, create tangible solutions, and drive results that move the needle for Ship Bob, our merchants, and for your own professional growth. feedback flows in both directions, and everyone, regardless of their seniority or role, steps up to help when needed. Experience a High-Performance Culture and Clear

Purpose:

Location:

Remote in these states:
The Senior Merchant Success Manager (Sr. MSM) has a mission to provide a world-class experience to grow and retain Ship Bob’s enterprise and strategic merchants. They are constantly working to identify and understand their merchants’ unique needs and deliver exceptional value. MSM aligns with Ship Bob’s more complex middle-market merchants who are expanding into new markets, diversifying their fulfillment, and scaling rapidly.

MSM will need to be comfortable managing strategic business reviews, communicating both business and industry insights, and driving tactical account planning. 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.

• 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 Ship Bob and identify areas for further expansion.
• Grow and maintain transparent and strategic relationships at all levels within your merchants.
• 4 - 6 years of experience in sales and merchant services in a related industry.
• ~ Established ability to manage and foster a positive team culture.
• ~ Demonstrated ability to build consultative and executive-level customer relationships.
• ~ Advanced experience in Microsoft Office Suite.

• Medical, Dental, Vision & Basic Life Insurance
• ~ Paid Holidays & Flexible Time Off Program
• ~ Ship Bob believes in transparency while providing a competitive total compensation package with a pay for performance approach. 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.

Diversity of experience and skills combined with passion is a key to innovation and excellence;
Building the world’s leading full-stack fulfillment platform is challenging work. The problems we solve are complex, the pace is fast, and the bar is high. If you are ready to take ownership, push boundaries, and grow alongside a team that genuinely supports each other, we would love to hear from you.

Ship Bob 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 Ship Bob’s proprietary warehouse management system for in-house fulfillment, or take advantage of a hybrid solution across Ship Bob’s dozens of fulfillment center network in the United States, Canada, United Kingdom, Europe, and Australia.

Ship Bob is backed by leading investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners, and Soft Bank Vision Fund 2, and is one of the fastest-growing tech companies headquartered in Chicago.

At Ship Bob, every full-time…