Merchant Success Specialist@ShipBob

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Job Category: Work From Home- Full Time 



What you’ll do:

Consultation

  • Understanding Merchant Needs and Goals.

  • Upon account assignment, uncover what “success” means to a Merchant.

  • Continually re-evaluate success criteria, needs, and goals of Merchants.

Solutions

  • Facilitating Merchant Growth and Success.

  • Based on Merchant needs and success criteria, develop a dynamic action plan including deliverables by ShipBob and recommendations for Merchant to drive success.

Adoption

  • Drive Merchant Use of Key ShipBob Features.

  • Marry Merchant objectives with ShipBob capabilities to drive use and adoption of key functions and features as part of ShipBob’s offerings.

Risk Management

  • Nip Issues in the Bud.

  • Actively monitor merchant health and take quick and action to course-correct.

Collaboration

  • Involve Key Stakeholders and Teams.

  • Work closely with the ShipBob Customer Support team to deliver best-in-class Merchant experience.

  • Help dictate product and services road maps to deliver greater impact to Merchant partners.

Perform

  • Manage a book of approximately 40 merchants or work in tandem with a Merchant Success Manager on a team.  Size of books will vary based on merchant size, growth and complexity.

  • Nail Key Performance Indicators (KPIs):

  • Revenue Retention: You will receive a target forecast goal for your book of business at the beginning of the quarter.  Performance is based on revenue as a percentage to forecast at the end of the quarter.

  • Logo Retention: Based on percentage of merchants retained in a quarter within the book of business that the MSS manages.

  • NPS: Maintain high overall NPS score for book of business by understanding merchant needs, where ShipBob can improve and drive solutions for merchants.

  • Churn: contribute to ShipBob’s company growth through high merchant retention.

  • Upsell: usher in mutual success for Merchant and ShipBob through adoption of new, key features and services.

  • Additional duties and responsibilities as necessary.

What you’ll bring to the table:

  • Excellent written and verbal English communication skills, including the ability to express oneself with confidence.

  • Minimum 3 years of experience in sales and merchant services in the technology industry. Atleast 1 year in customer success,

  • Keen perceptive intelligence in assessing merchant needs and driving solutions to meet those needs.

  • Demonstrated ability to communicate effectively through oral, written, and in-person mediums.

  • Experience collaborating cross-departmentally to deliver comprehensive solutions for merchants.

  • PowerPoint and Excel skills.

Reports to:  Manager, Merchant Success

How to Apply: Click Here to Apply 

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