Manager – Merchant Success
| Company | ShipBob |
|---|---|
| Location | Washington, USA, Kansas, USA, Pennsylvania, USA, Oregon, USA, Iowa, USA, California, USA, Vermont, USA, Texas, USA, Jackson Township, NJ, USA, Florida, USA, Nevada, USA, South Carolina, USA, South Dakota, USA, Georgia, USA, Arizona, USA, Concord, NH, USA, Tennessee, USA, Virginia, USA, Minnesota, USA, Colorado, USA, Rhode Island, USA, Utah, USA, Kentucky, USA, New York, NY, USA, Wisconsin, USA, Maine, USA, Massachusetts, USA, North Carolina, USA, Oklahoma, USA, Missouri, USA, Ohio, USA, Louisiana, USA, Michigan, USA, Illinois, USA, Alabama, USA, United States, Idaho, USA |
| Salary | $100000 – $120000 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior, Expert or higher |
Requirements
- Minimum of 2 years of people management experience, managing high-performing direct reports.
- Minimum of 5 years of experience in customer success or account management, managing a book of business in a current or previous role, ideally within the eCommerce, logistics, supply chain, or fulfillment industries.
- Ability to coach, support, and develop talented Success Managers/Account Managers.
- Ability to inspire Success Managers/Account Managers 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.
- Demonstrated ability to analyze data and translate insights into strategic, actionable recommendations.
Responsibilities
- Directly manage a team of Merchant Success Managers 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 MSMs on how they can handle escalations more effectively.
- Work with MSMs 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.
Preferred Qualifications
-
No preferred qualifications provided.