Senior Merchant Success Manager, ShipBob
$81-135k
+ Discretionary bonus plan
More information about location
Tech-enabled third-party logistics
Be an early applicant
Tech-enabled third-party logistics
1001+ employees
Be an early applicant
$81-135k
+ Discretionary bonus plan
More information about location
1001+ employees
Company mission
To provide simple, fast and affordable fulfillment for thousands of brands with an international fulfillment network across the world.
Role
Who you are
- 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
What the job involves
- 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
- 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
- Additional duties and responsibilities as needed
Our take
Global logistics company ShipBob fulfills orders and runs two-day shipping and logistics for thousands of direct-to-consumer eCommerce brands in the US. It was created to provide optimized fulfillment for merchants to free up their time to focus on growing their businesses and providing exceptional customer service.
From the start, ShipBob has concentrated on creating a tight product-market fit, and has expanded from there to develop into a franchise model that has helped manage processes at larger scale. This kind of astute and adaptive strategy no doubt contributed to the company landing substantial investment, and enabled it to capitalize on the general lift eCommerce companies received over the pandemic.
With this strong but slow-burn growth, the company can more easily leverage benefits they offer over competitors like Amazon’s FBA service - namely fewer inventory restrictions, lower fees, and packaging without Amazon branding. As the eCommerce boom settles, the company's pace has slowed down, but the general, continued uptick in eCommerce should see it to future success nonetheless.
Steph
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Jun 2021
$200m
SERIES E
Sep 2020
$68m
SERIES D
Total funding: $334.7m
Company benefits
- Remote-first company with a hybrid, flexible work environment
- Up to 12 weeks of paid leave and 2 weeks of unpaid leave to new parents
- Flexible PTO, Quarterly Wellness Days, and Paid Sick Leave
- Medical, dental, and vision insurance for employees and their dependents
- Short-term and long-term disability, and access to mental health resources
- Referral bonus program
- 401(k) with a company match, and RSUs - vesting starts on the grant date, and no purchase is required
- Pet insurance through Nationwide
Company HQ
West Loop, Chicago, IL
Leadership
Dhruv Saxena
(Co-Founder & CEO)After completing a Masters in Electrical Engineering from Purdue University, Dhruv became a Research Assistant working in writing code in Matlab, C and C++. They were then an Engineer at Lincoln Electric and Software Developer at InContext Solutions.
Divey Gulati
(Co-Founder & COO)After completing a degree in Computer Engineering and an MBA from the University of Illinois, Divey was a Team Leader for the Bank of America, a Consultant for Deloitte and was a Co-Student Director for the Global Consulting Program.
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