Strategic Merchant Success Lead (Remote)

ShipBob, Inc.; Williamstown (NJ); Remote; USD 81,000 - 135,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Basic Life Insurance

Paid Parental Leave

Paid Holidays

Paid Sick Leave

Wellness Days

401K Match

Comprehensive Benefits

Job summary

ShipBob is seeking a Senior Merchant Success Manager (Sr. MSM) to deliver world-class support to enterprise and strategic merchants. You will drive strategic reviews, align with executive-level relationships, and lead initiatives that expand merchant partnerships and revenue growth.

You will partner with internal teams to optimize merchant experiences, manage performance KPIs, and coach peers to support complex middle-market accounts as ShipBob scales globally.

Qualifications

• 4 - 6 years of experience in sales and merchant services in a related industry.
• Business Review experience with internal and external stakeholders.
• Established ability to manage and foster a positive team culture.
• Demonstrated ability to build consultative and executive-level customer relationships.
• Solid 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.

Responsibilities

• 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 ShipBob and identify areas for further expansion.
• Grow and maintain transparent and strategic relationships at all levels within your merchants.

Skills

Sales experience & merchant services

Business Reviews

Team culture

Executive relationships

Negotiation

Communication (written & verbal)

Fast-paced environment

MS Office Suite

Tools

Microsoft Office Suite

Job description

ShipBob is seeking a Senior Merchant Success Manager (Sr. MSM) to deliver world-class support to enterprise and strategic merchants. You will drive strategic reviews, align with executive-level relationships, and lead initiatives that expand merchant partnerships and revenue growth.

You will partner with internal teams to optimize merchant experiences, manage performance KPIs, and coach peers to support complex middle-market accounts as ShipBob scales globally.