Merchant Success Manager
Location: Hybrid in Sydney
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. This role reports to the Manager, Merchant Success.
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:
- Minimum 3 years of experience in sales and merchant services in the technology industry.
- 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.
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 Us
ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid‑Market e‑commerce 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 Venues, Bain Capital Ventures, Hyde Park Venture Partners, and SoftBank Vision Fund 2, and is one of the fastest‑growing tech companies headquartered in Chicago.
At ShipBob, every full‑time employee gets access to our best‑in‑class AI and productivity tools from Day 1 at no cost. This isn't a pilot or a perk for select teams. It's standard for everyone. We believe innovation isn't owned by one department. Whether you're in Talent, Operations, Finance, Engineering, or Customer Success, we expect you to ask: how can this be done better, faster, or smarter? These tools are our investment in your ability to find those answers.
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Merchant Success Manager in Sydney employer: ShipBob, Inc.
At ShipBob, we pride ourselves on fostering a high-performance culture that champions continuous learning and innovation. As an Onsite Merchant Support Specialist in Altona, you'll enjoy a collaborative work environment where feedback is valued, and every team member's contributions are recognised. With access to cutting-edge AI tools from day one and a commitment to employee growth, this role offers a unique opportunity to make a meaningful impact while developing your career in a supportive setting.
