ShipBob, Inc.

Security Engineer

• Monitor security alerts, investigate incidents, and escalate as needed across security tools.
• Support SIEM and detection (Sentinel, Defender XDR), tuning alerts and improve detections.
• Assist vulnerability management program by working with IT/Engineering and other app developers by providing security expertise, tracking remediation and ensuring SLA compliance.
• Help manage identity security including conditional access, PIM, MFA, RBAC, risky sign-ins, and access reviews.
• Maintain security documentation and collect evidence.
• Develop and automate security workflows, playbooks, and tools to improve the efficiency and effectiveness of security operations.
• Develop, enforce, and update security policies, procedures, and guidelines for access control, threat detection, and compliance with standards such as ISO 27001, SOC 2, PCI, NIST CSF, and Sarbanes-Oxley.
• Communicate risks and vulnerabilities to stakeholders, document remediation plans, and proactively share information with management.
• Build and execute regular threat hunting campaigns focused on current, emerging, and obscure tactics, techniques, and procedures.
• Proactively search for, identify, and analyze new and existing techniques to detect advanced and targeted threats.
• Utilize advanced threat hunting techniques to detect anomalies and suspicious activities.
• Collaborate with security team members, developers, operations, and stakeholders to share knowledge and best practices.
• Identify process improvements and provide actionable guidance.
• Perform other duties as assigned.

Security Engineer II – Cloud Security

Customer Success Manager

• Support merchants in achieving success by assisting them in growing their businesses.
• Serve as a supply chain consultant for ShipBob’s merchants, and educate them on effective use of our dashboard and sharing best practices to help optimize their fulfillment and logistics strategies.
• Collaborate with internal ShipBob teams to deliver value to merchants.
• Contribute to the outcomes of merchant partnerships, including identifying and mitigating potential risks.
• Act as a feedback conduit to gather and relay merchant insights to help drive continuous improvements in ShipBob’s products and services.
• Quickly learn ShipBob’s products and industry to support merchant success, helping demonstrate how our solutions drive customer value and return on investment.
• Begin building trusted relationships with merchants, acting as their advocate within ShipBob by listening to their needs and sharing feedback internally to contribute to customer success.
• Support the growth and management of a portfolio of approximately 30-35 merchants, assisting in onboarding, adoption, and retention efforts. The size and complexity of the portfolio may vary based on merchant size, business needs, and growth trajectories.
• Create and implement dynamic account plans that include ShipBob deliverables and provide recommendations that align to a merchant’s business objectives.
• Support renewals and upsells by clearly demonstrating value and return on investment, encouraging wider use of key ShipBob features.
• Help spot and address customer issues early, supporting the development of risk mitigation efforts to reduce churn. Respond swiftly to customer concerns and turn challenges into opportunities to build trust.
• Achieve key performance indicators (KPIs): Support merchant retention and growth by assisting in the identification of at-risk accounts and contributing to churn prevention strategies. Monitor key metrics such as Net Promoter Score (NPS), health score and work with your manager to implement initiatives aimed at improving customer satisfaction and loyalty.
• Contribute to a positive team culture by actively participating in knowledge sharing and promoting best practices to enhance team performance and customer satisfaction.

Merchant Success Manager

• Manage a high-revenue book of business, driving growth and long-term retention across your merchant portfolio.
• Collaborate with internal leadership and teams to continuously improve and innovate the merchant experience.
• Source and close expansion deals within your merchant book of business.
• Manage contractual negotiations & renewals to secure long-term partnerships with our top merchants.
• Partner cross-functionally with internal stakeholders to continuously improve the merchant experience.
• Analyze merchant supply chains to identify performance opportunities, operational efficiencies, and risk mitigation strategies.
• Conduct quarterly business reviews, in-person, when possible, to build trusted and lasting relationships at all levels of the merchant business.
• Apply data and analytics to inform decisions, identify trends, and recommend strategic actions.
• Additional duties and responsibilities as necessary.

Lead Merchant Success Manager

Operations

• Create and accurately maintain merchant-facing purchase order trackers that reflect current PO status as well as other merchant and retailer specific data.
• Coordinate shipments by communicating with operations, transportation companies/brokers to ensure timely load pickups of purchase orders from the ShipBob fulfillment centers.
• Create accurate and compliant BOLs in accordance with retailer and GS1 standards.
• Manually create/generate retailer packing slips, shipping labels, carton & pallet labels where necessary.
• Arrange dock appointments for outbound shipments.
• Provide retail compliance team with supporting documentation as needed for any retailer chargebacks issued to aid in the dispute process.
• Escalate urgent issues timely, keeping positive merchant experience at the center of all such decisions.
• Submit error-free shipment notices to the retailers.
• Monitor available error reporting tools, troubleshoot defects, and escalate tech issues to appropriate internal teams.
• Follow SOPs for retailer routing processes and management of retailer TMS (transport management system) and ensure timely routing as per guidelines.
• Collaborate with on-site B2B leads to ensure purchase orders shipment windows are adhered to and any site inquiries are resolved immediately.
• Build relationships with Implementation, product and operations teams to ensure a positive business impact.
• Create paid request tickets as necessary to bill for services.
• Attend stand up meetings with high volume B2B sites as necessary to relay defects and drive operational excellence.
• This role includes responsibility for ensuring products are handled, stored, and distributed in a manner that maintains their safety, quality, and legality. Team members are expected to follow all standard operating procedures, report any concerns related to product condition or integrity, support traceability through accurate record-keeping, and contribute to a culture of continuous improvement and product safety awareness.
• Additional duties and responsibilities as assigned by Manager, Success Operations.

Success Operations Associate

• Consultation: Understanding Merchant Needs and Goals.
• Solutions: Facilitating Merchant Growth and Success.
• Adoption: Push Merchant Use of Key ShipBob Features.
• Risk Management: Nip Issues in the Bud.
• Collaboration: Involve Key Stakeholders and Teams.
• Perform: Nail Key Performance Indicators (KPIs).
• Additional duties and responsibilities as necessary.