Portfolio Success Manager

ShipBob; United States; Remote; USD 95,000 - 115,000; Full time

Job summary

An established industry player is seeking a Portfolio Success Manager to enhance the merchant experience through strategic account management. In this dynamic role, you will drive expansion solutions and foster executive-level relationships while managing a high-performing account team. You will have the opportunity to innovate and improve processes, ensuring client satisfaction and business growth. If you're an energetic high performer who thrives in a collaborative environment, this role offers the chance to make a significant impact in a fast-paced company committed to excellence and transparency.

Qualifications

• 8-10 years in sales and merchant services, preferably in ecommerce.
• Proven experience in business reviews and presentations to executives.

Responsibilities

• Manage high revenue clients and secure long-term partnerships.
• Conduct quarterly business reviews and analyze supply chains.

Skills

Sales Experience

Merchant Services

Negotiation Skills

Conflict Resolution

Data Analytics

Communication Skills

Team Management

Education

Bachelor's Degree

Tools

Microsoft Office Suite

Job description

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 these states: AZ, CA, CO, FL, GA, KS, KY, IA, ID, IL, IN, LA, MA, ME, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI

Role Description:

The Portfolio Success Manager (PSM) brings premier account management strategy to their portfolio of enterprise level merchants at ShipBob. A PSM focuses on driving expansion solutions domestic and international, building executive level relationships and trusted partnership, and managing an account team and processes for smooth business operations. Their mission is not only to provide a world-class merchant experience, but also strategies and relationships that are built to last. A PSM will need to be comfortable running strategic in-person business reviews, innovating both externally with the client and internally within ShipBob to help the organization evolve with our top client’s needs. Success for a PSM is building a robust account team and processes with SOPs and reporting capabilities, run and close complex expansion deals, and develop relationships and close partnership contracts at an executive level. This role reports to the Senior Manager, Merchant Success.

What you’ll do:

• Collaborate with internal leadership and teams to continuously improve and innovate the merchant experience.
• Manage a book of high revenue clients and grow their business within ShipBob.
• Source and close expansion deals within your merchant book of business.
• Manage contractual negotiations & renewals to secure long-term partnerships with our top merchants.
• Collaborate cross departmentally with multiple stakeholders.
• Coach and build an effective account team to elevate the merchant experience through best-in-class communication, process management, and de-escalation.
• Analyze merchant supply chains to identify performance opportunities, efficiencies, and risk mitigation strategies.
• Conduct quarterly business reviews, in-person, when possible, to build trusted and lasting relationships at all levels of the merchant business.
• Experience with data analytics – reviewing and utilizing data to make decisions.
• Additional duties and responsibilities as necessary.

What you’ll bring to the table:

• 8-10 years of experience in sales and merchant services in a related industry. Experience in ecommerce preferred.
• Proven experience in business reviews with internal and external stakeholders, with confidence in presenting to C-suite executives.
• Established ability to negotiate and deliver contractual partnership deals.
• Demonstrated ability to manage and foster a positive team culture.
• Ability to build consultative and executive-level customer relationships.
• Excellent conflict resolution abilities and negotiation experience.
• Advanced written and verbal communication skills.
• Desire to work in a fast-paced environment.
• Advanced experience in Microsoft Office Suite.
• This role will require up to 15% of travel.

ShipBob believes in transparency while providing a competitive total compensation package with a pay for performance approach. We are targeting a salary range of $95,000 - $115,000 for this role. The full base pay range for this position in our compensation architecture is $91,919 - $153,999. 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.

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.

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, Mexico, 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.