Merchant Success Manager

ShipMonk; Pittston (Luzerne County); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Full health benefits coverage (medical, dental, vision)

Unlimited Paid Vacation Time

401(k) retirement plan

Job summary

ShipMonk is seeking a Merchant Success Manager to enhance the growth of our top-tier accounts through logistics expertise. The ideal candidate will build strong relationships with merchants, ensure their satisfaction, and drive revenue growth by encouraging the use of additional services. Essential qualifications include three years of Account Management experience, excellent communication skills, and a problem-solving mindset. This position offers full health benefits and unlimited paid vacation time.

Qualifications

• Minimum three years of experience in a comparable Account Management/Client Success role.
• Minimum one-year experience in a management position is preferred.
• Must demonstrate the ability to meet deadlines in a fast-paced environment.

Responsibilities

• 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.

Skills

Account Management

Strong Communication Skills

Problem Solving

Proficiency with Microsoft Office

Experience with Warehouse Management Systems

Experience with Salesforce

Job description

About ShipMonk

ShipMonk 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 e‑commerce 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—with a merchant‑first mindset.

Why ShipMonk?

• Global Fulfillment Network: Our 12+ owned and operated fulfillment centers span the US, Canada, Mexico, the U.K., and Mainland Europe. We never outsource, ensuring quality and consistency.
• Proprietary Technology: We’ve eliminated the need for tribal knowledge with our AI‑powered platform. It provides a real‑time, unified view of inventory and orders, giving our merchants the control and visibility they need to succeed.
• Unrivaled Support: We provide hands‑on, "mom and pop" support with a global reach. Our dedicated teams are on‑site at every fulfillment center, ready to jump into action.
• Transparent Pricing: We believe in honest, long‑term partnerships. Our all‑inclusive pricing means predictable costs, with no hidden fees or surprises.
• Committed to the Future: We invest over $10 million annually in research and development to ensure our technology and services continually evolve, helping merchants plant roots with a partner who is here to stay.

Our Core Values

• Merchant‑first: We handle the logistics so our merchants can focus on what they do best—growing their business.
• Own it: We take ownership of our work, our mistakes, and our successes.
• People make ShipMonk: We believe in our team and invest in our people.
• Change the score: We challenge the status quo, constantly innovating and improving.
• Get sh*t done: We’re a fast‑paced, high‑growth company that values action and results.

Overview

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.

Who We Are

• 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.

What You’ll Do

• 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—including order flows, carrier and shipment statistics, client support tickets and inquiries, integrations, recommendations for improvement and growth.

What You’ll Need

• Minimum three years of experience in a comparable 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.

Perks Of Being a ShipMonker

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

We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. ShipMonk is an equal‑opportunity employer.