ShipMonk

Customer Success Manager

• The Merchant Success Manager (bilingual in Spanish) will be involved in all aspects of the merchant experience. They will focus on our top-tier accounts. Their main objective is to assist our merchants in the growth and scale of their brands through logistics and operational expertise as well as helping the merchant better understand the full potential of Shipmonk. They must champion a collaborative culture with different business groups and departments, to improve merchant support programs and enhance merchant satisfaction.
• Deep dive into each assigned top tier account, learning the business of each merchant
• Align with the merchant’s goals to better guide and service them
• Establish long-standing, trusted relationships with merchants, and develop open and effective channels of communication
• Update and assist with internal projects for merchants, to increase merchant satisfaction
• Encourage revenue growth by inspiring merchants to utilize additional services
• Become the reliable point of contact for each merchant
• Be involved in day-to-day operations to gain a better understanding of how our company is servicing our merchants
• Become the internal go-to for questions regarding top tier merchants
• Provide regular updates to merchants on the progress of their account regarding, but not limited to: Order flows, carrier and shipment statistics, client support tickets and inquiries, integrations, recommendations for improvement and growth

Merchant Success Manager

Account Executive

Enterprise Account Executive

• Involved in all aspects of the merchant experience, focusing on top-tier accounts
• Assist merchants in growth and scale through logistics and operational expertise
• Champion collaboration across business groups to improve merchant support and satisfaction
• Deep dive into assigned top-tier accounts to learn each merchant's business
• Align with merchants' goals to better guide and service them
• Establish long-standing, trusted relationships and open communication channels
• Update and assist with internal projects to increase merchant satisfaction
• Encourage revenue growth by inspiring merchants to utilize additional services
• Serve as the reliable point of contact and internal go-to for top-tier merchants
• Be involved in day-to-day operations to understand service delivery
• Provide regular updates on order flows, carrier/shipment statistics, support tickets, integrations, and improvement recommendations