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Manager, Merchant Success



India · Remote
Posted on Thursday, June 20, 2024

As a member of the ShipBob Team, you will benefit from an environment where everything is achievable. We aim to be a place where you can:

  • Write Your Career Story. Because we are solving some of the most difficult problems in global commerce, you have the opportunity to write the story that will make your career.
  • Experience Global Impact and Global Connection. At ShipBob we benefit from diverse cultures and perspectives in service of the global community.
  • Grow With An Ownership Mindset. We believe that great innovation comes from great transparency. We are more resilient and more creative when we have an inclusive and transparent culture where everyone knows our strengths and opportunities.

Title: Manager, Merchant Success

Location: Remote - India

Shift: Night Shift (7:30 PM IST - 4:30 AM IST)

Role Description:

The Manager of Merchant Success will be responsible for the success and growth of ShipBob’s most strategic customer accounts. This role will manage and develop a team of Merchant Success Specialists tasked with driving retention and expansion across our growing base of customers. The ideal candidate will have a successful track record in full lifecycle success management, with an emphasis on driving engagement, adoption, and advocacy. You will perform live-call coaching, handle escalations, drive team member growth and development, and champion the customer experience. Additionally, this person will manage the team to create strategic account plans & QBRs and help the team expand and build new relationships with executive stakeholders.

What you’ll do:

  • Directly manage a team of Merchant Success Specialist and be responsible for driving key targets including merchant growth, retention, and satisfaction.
  • Coach the team to create exceptional experiences that deliver value and ROI for ShipBob’s customers, achieving both portfolio and individual development goals.
  • Set clear goals and expectations and dedicate yourself to helping the MSMs hit them.
  • Hold regular 1:1’s to develop account-based strategies to ensure successful revenue target attainment.
  • Seek deep understanding of customer pain points and issues, and champion solutions throughout the organization.
  • Personally manage escalations for your direct reports and coach MSSs on how they can handle escalations more effectively.
  • Work with MSSs on credit escalations and make final decisions on credit amounts or whether they should be applied.
  • Develop a deep understanding of ShipBob’s products, our industry and how our solutions deliver value and ROI for customers.
  • Retain and grow the revenue for existing ShipBob customers, owning the net retention rate of your customer base.
  • Run key initiatives for margin health with your team.
  • Additional duties and responsibilities as necessary.

What you’ll bring to the table:

  • At least 5 years of experience managing high-performing direct reports.
  • Minimum 10 years of experience in Customer Support, Customer Success or B2B Sales in a SaaS based environment.
  • Ability to coach, support, and develop talented Merchant Success Specialists.
  • Ability to inspire Merchant Success Specialists to expand and build new relationships with senior business owners and executive stakeholders.
  • Promote a customer-centric culture focused on mitigating risk and driving positive revenue outcomes.

Reports to: Sr. Manager, Merchant Success

Perks & Benefits:

  • Medical, Term & Accidental Insurance
  • All Purpose Leave (casual & sick time): 12 days
  • Earned Leave: 15 days
  • Public Holiday: 12 days
  • Generous Maternity & Paternity Leave
  • Quarterly Wellness Day
  • Work From Home Allowance
  • Referral Bonus Program
  • Fun Culture >>> Check us out on Instagram (@lifeatshipbob)

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:

At ShipBob, we’re looking to bring on board people who embody our core values:

  • Be Mission-Driven. We want team members that are passionate about helping entrepreneurs improve their business, and bring that passion every day.
  • Be Humble. We have ambitious goals, and our team members understand that success or failure depends on us working together and leaving egos at the door.
  • Be Resilient. Logistics is a complicated business. So is software. We value team members that never give up and keep iterating until a problem is solved.
  • Be a Creative Problem Solver. As a startup, we value smart, innovative solutions to complex problems. We fall in love with the problem, not our “favorite” solution.
  • Be Safety Minded. It’s not just talk; it’s the way you work.

About Us:

ShipBob is a cloud-based logistics platform that partners with thousands of e-commerce businesses to help make their entrepreneurial dreams a reality. We offer a full suite of fulfillment solutions for our merchants, including the ability to improve their transit times, shipping costs and deliver a best in class experience to their customers.

As one of the fastest growing tech companies in Chicago backed by blue-chip investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners and SoftBank Vision Fund 2, our goal is to continue to be the best fulfillment technology in the industry.

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.