ShipBob, Inc.

Senior Merchant Success Manager

ShipBob, Inc.

full-time

Posted on:

Location Type: Remote

Location: India

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Job Level

Senior

About the role

  • As a member of the ShipBob Team, you will...
  • Grow with an Ownership Mindset by championing continuous learning and proactive innovation.
  • Collaborate with Peers and Leaders alike, ensuring high standards and transparency across the board.
  • Experience a High-Performance Culture and Clear Purpose, where success is measured in tangible ways.
  • Be a strategic partner with the merchant, enabling their growth.
  • Serve as an escalation point for Merchants and collaborate with the ShipBob team to meet success criteria.
  • Build solid relationships through regular proactive health checks and correspondence.
  • Manage a book of approximately 30 merchants (International markets) or work in tandem with a Merchant Success Manager on a team.
  • Nail Key Performance Indicators (KPIs) including Revenue Retention, Logo Retention, and Churn.

Requirements

  • Excellent written and verbal English communication skills, including the ability to express oneself with confidence.
  • Between 6-12 years of experience in Sales, Account Management, Customer Success or Merchant services in the technology/SaaS industry managing some of the high revenue enterprise clients.
  • Must have international client handling experience. Especially North American, EMEA or APAC markets.
  • 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.
  • Good to have proficiency on: Excel, Outlook, SalesForce, PowerBi.
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
  • See Our High-Performing Culture >>>
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SalesAccount ManagementCustomer SuccessMerchant ServicesRevenue RetentionLogo RetentionChurn
Soft Skills
Excellent written communicationExcellent verbal communicationConfidence in expressionPerceptive intelligenceEffective communicationCollaboration