Senior Merchant Success Manager

<div class="content-intro">As a member of the ShipBob Team, you will... <ul><li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Grow with an Ownership Mindset: We champion continuous learning and innovation. You'll take on real problems, create tangible solutions, and drive results that move the needle for ShipBob, our merchants, and for your own professional growth. If you're ready to do the most meaningful work of your career, this is the place. </li><li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Collaborate with Peers and Leaders Alike: At ShipBob, leaders are accessible; feedback flows in both directions, and everyone, regardless of their seniority or role, steps up to help when needed. We hold each other to high standards because we trust each other to meet them. That combination of transparency and mutual respect is what makes the work here feel worth doing. </li><li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Experience a High-Performance Culture and Clear Purpose: We are results-driven and clear about what that means: our goals are specific, accountability is shared, and every team member can see how their work connects to our mission. When we hit milestones, we celebrate them together. When we fall short, we learn and move forward. </li></ul></div> Location: Remote in these states: AL, 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, TN, TX, UT, VA, VT, WA, WI Role Description:<span data-ccp-props="{"335551550":6,"335551620":6,"335557856":16777215,"335572071":0,"335572072":0,"335572073":0,"335572075":0,"335572076":0,"335572077":0,"335572079":0,"335572080":0,"335572081":0,"335572083":0,"335572084":0,"335572085":0,"335572087":0,"335572088":0,"335572089":0,"469789798":"none","469789802":"none","469789806":"none","469789810":"none","469789814":"none"}"> The Senior Merchant Success Manager (Sr. MSM) has a mission to provide a world-class experience to grow and retain ShipBob’s enterprise and strategic merchants. They are constantly working to identify and understand their merchants’ unique needs and deliver exceptional value. A Sr. MSM aligns with ShipBob’s more complex middle-market merchants who are expanding into new markets, diversifying their fulfillment, and scaling rapidly. The Sr. MSM will need to be comfortable managing strategic business reviews, communicating both business and industry insights, and driving tactical account planning. Success for a Sr. MSM is building a positive team culture, being a merchant advocate, and aligning strategic relationships at the executive level to establish a trusted partnership and lasting results. This role reports to the Manager, Merchant Success.<span class="EOP SCXW119621427 BCX0" data-ccp-props="{"134233117":false,"134233118":false,"201341983":0,"335551550":6,"335551620":6,"335557856":16777215,"335559685":0,"335559737":0,"335559738":0,"335559739":0,"335559740":276,"335572071":0,"335572072":0,"335572073":0,"335572075":0,"335572076":0,"335572077":0,"335572079":0,"335572080":0,"335572081":0,"335572083":0,"335572084":0,"335572085":0,"335572087":0,"335572088":0,"335572089":0,"469789798":"none","469789802":"none","469789806":"none","469789810":"none","469789814":"none"}"> What you’ll do: <span data-ccp-props="{"335557856":16777215,"335572071":0,"335572072":0,"335572073":0,"335572075":0,"335572076":0,"335572077":0,"335572079":0,"335572080":0,"335572081":0,"335572087":0,"335572088":0,"335572089":0,"469789798":"none","469789802":"none","469789806":"none","469789814":"none"}"> <ul><li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Work closely with internal stakeholders and team leads to continuously improve the merchant experience. <span data-ccp-props="{"335557856":16777215,"335572071":0,"335572072":0,"335572073":0,"335572075":0,"335572076":0,"335572077":0,"335572079":0,"335572080":0,"335572081":0,"335572087":0,"335572088":0,"335572089":0,"469789798":"none","469789802":"none","469789806":"none","469789814":"none"}"> </li><li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Increase the average performance and KPIs of your customers’ to ensure a world-class customer experience. <span data-ccp-props="{"335557856":16777215,"335572071":0,"335572072":0,"335572073":0,"335572075":0,"335572076":0,"335572077":0,"335572079":0,"335572080":0,"335572081":0,"335572087":0,"335572088":0,"335572089":0,"469789798":"none","469789802":"none","469789806":"none","469789814":"none"}"> </li><li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Coach team members to enhance performance to middle market, complex merchants.<span data-ccp-props="{"335557856":16777215,"335572071":0,"335572072":0,"335572073":0,"335572075":0,"335572076":0,"335572077":0,"335572079":0,"335572080":0,"335572081":0,"335572087":0,"335572088":0,"335572089":0,"469789798":"none","469789802":"none","469789806":"none","469789814":"none"}"> </li><li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Analyze your merchants’ supply chain performance and identify opportunities or risks to help advise proactive countermeasures. <span data-ccp-props="{"335557856":16777215,"335572071":0,"335572072":0,"335572073":0,"335572075":0,"335572076":0,"335572077":0,"335572079":0,"335572080":0,"335572081":0,"335572087":0,"335572088":0,"335572089":0,"469789798":"none","469789802":"none","469789806":"none","469789814":"none"}"> </li><li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Conduct business reviews and track merchant growth within ShipBob and identify areas for further expansion. <span data-ccp-props="{"335557856":16777215,"335572071":0,"335572072":0,"335572073":0,"335572075":0,"335572076":0,"335572077":0,"335572079":0,"335572080":0,"335572081":0,"335572087":0,"335572088":0,"335572089":0,"469789798":"none","469789802":"none","469789806":"none","469789814":"none"}"> </li><li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Grow and maintain transparent and strategic relationships at all levels within your merchants. <span data-ccp-props="{"335557856":16777215,"335572071":0,"335572072":0,"335572073":0,"335572075":0,"335572076":0,"335572077":0,"335572079":0,"335572080":0,"335572081":0,"335572087":0,"335572088":0,"335572089":0,"469789798":"none","469789802":"none","469789806":"none","469789814":"none"}"> </li><li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Additional duties and responsibilities as needed.<span data-ccp-props="{"335557856":16777215,"335572071":0,"335572072":0,"335572073":0,"335572075":0,"335572076":0,"335572077":0,"335572079":0,"335572080":0,"335572081":0,"335572087":0,"335572088":0,"335572089":0,"469789798":"none","469789802":"none","469789806":"none","469789814":"none"}"> </li></ul>What you’ll bring to the table:<span data-ccp-props="{"335551550":6,"335551620":6,"335557856":16777215,"335572071":0,"335572072":0,"335572073":0,"335572075":0,"335572076":0,"335572077":0,"335572079":0,"335572080":0,"335572081":0,"335572083":0,"335572084":0,"335572085":0,"335572087":0,"335572088":0,"335572089":0,"469789798":"none","469789802":"none","469789806":"none","469789810":"none","469789814":"none"}"> <ul><li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">4 - 6 years of experience in sales and merchant services in a related industry.<span data-ccp-props="{"335572071":0,"335572072":0,"335572073":0,"335572075":0,"335572076":0,"335572077":0,"335572079":0,"335572080":0,"335572081":0,"335572087":0,"335572088":0,"335572089":0,"469789798":"none","469789802":"none","469789806":"none","469789814":"none"}"> </li><li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Business Review experience with internal and external stakeholders.<span data-ccp-props="{"335572071":0,"335572072":0,"335572073":0,"335572075":0,"335572076":0,"335572077":0,"335572079":0,"335572080":0,"335572081":0,"335572087":0,"335572088":0,"335572089":0,"469789798":"none","469789802":"none","469789806":"none","469789814":"none"}"> </li><li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Established ability to manage and foster a positive team culture.<span data-ccp-props="{"335572071":0,"335572072":0,"335572073":0,"335572075":0,"335572076":0,"335572077":0,"335572079":0,"335572080":0,"335572081":0,"335572087":0,"335572088":0,"335572089":0,"469789798":"none","469789802":"none","469789806":"none","469789814":"none"}"> </li><li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Demonstrated ability to build consultative and executive-level customer relationships.<span data-ccp-props="{"335572071":0,"335572072":0,"335572073":0,"335572075":0,"335572076":0,"335572077":0,"335572079":0,"335572080":0,"335572081":0,"335572087":0,"335572088":0,"335572089":0,"469789798":"none","469789802":"none","469789806":"none","469789814":"none"}"> </li><li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Solid conflict resolution abilities and negotiation experience.<span data-ccp-props="{"335572071":0,"335572072":0,"335572073":0,"335572075":0,"335572076":0,"335572077":0,"335572079":0,"335572080":0,"335572081":0,"335572087":0,"335572088":0,"335572089":0,"469789798":"none","469789802":"none","469789806":"none","469789814":"none"}"> </li><li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Advanced written and verbal communication skills.<span data-ccp-props="{"335572071":0,"335572072":0,"335572073":0,"335572075":0,"335572076":0,"335572077":0,"335572079":0,"335572080":0,"335572081":0,"335572087":0,"335572088":0,"335572089":0,"469789798":"none","469789802":"none","469789806":"none","469789814":"none"}"> </li><li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Desire to work in a fast-paced environment.<span data-ccp-props="{"335572071":0,"335572072":0,"335572073":0,"335572075":0,"335572076":0,"335572077":0,"335572079":0,"335572080":0,"335572081":0,"335572087":0,"335572088":0,"335572089":0,"469789798":"none","469789802":"none","469789806":"none","469789814":"none"}"> </li><li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Advanced experience in Microsoft Office Suite.<span data-ccp-props="{"335572071":0,"335572072":0,"335572073":0,"335572075":0,"335572076":0,"335572077":0,"335572079":0,"335572080":0,"335572081":0,"335572087":0,"335572088":0,"335572089":0,"469789798":"none","469789802":"none","469789806":"none","469789814":"none"}"> </li></ul>Perks & Benefits: <ul><li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Medical, Dental, Vision & Basic Life Insurance </li><li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Paid Maternity/Parental Leave Program </li><li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Paid Holidays & Flexible Time Off Program </li><li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Paid Sick Leave  </li><li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Wellness Days (1 day/quarter) </li><li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">401K Match  </li><li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Comprehensive Benefits Package >>> <a href="https://www.shipbob.com/careers/">https://www.shipbob.com/careers/</a> </li><li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">See Our High-Performing Culture >>><a class="Hyperlink SCXW97862939 BCX0" href="https://www.instagram.com/lifeatshipbob/" target="_blank"> </a><a class="Hyperlink SCXW97862939 BCX0" href="https://www.instagram.com/lifeatshipbob/" target="_blank">Check us out on Instagram</a> (@lifeatshipbob)</li></ul> ShipBob believes in transparency while providing a competitive total compensation package with a pay for performance approach. The full base pay range for this position in our compensation architecture is $81,000 - $135,000. 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.   <div class="content-conclusion">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: Building the world’s leading full-stack fulfillment platform is challenging work. The problems we solve are complex, the pace is fast, and the bar is high. That means ShipBob’s environment isn’t the right fit for everyone, and that’s okay. If you are ready to take ownership, push boundaries, and grow alongside a team that genuinely supports each other, we would love to hear from you. Learn more about our core values and how we perform at a high level in our day-to-day work on our Culture page (<a href="https://www.shipbob.com/careers/culture/">https://www.shipbob.com/careers/culture/</a>). About Us:   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, 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.<span class="EOP SCXW263457653 BCX0" data-ccp-props="{"134233117":false,"134233118":false,"201341983":0,"335551550":6,"335551620":6,"335559685":720,"335559737":0,"335559738":0,"335559739":0,"335559740":276,"335559991":360}"> <span class="EOP SCXW263457653 BCX0" data-ccp-props="{"134233117":false,"134233118":false,"201341983":0,"335551550":6,"335551620":6,"335559685":720,"335559737":0,"335559738":0,"335559739":0,"335559740":276,"335559991":360}">There is no deadline to apply for this position, as ShipBob accepts applications on an ongoing basis. </div>

Senior Merchant Success Manager

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