At a Glance
- Tasks: Help merchants succeed by understanding their needs and driving growth with tailored solutions.
- Company: Join ShipBob, a fast-growing tech company revolutionising supply chain and fulfilment.
- Benefits: Enjoy medical benefits, life assurance, pension scheme, and access to AI tools from Day 1.
- Other info: Remote role with opportunities for continuous learning and professional growth.
- Why this job: Make a real impact while collaborating in a supportive, high-performance culture.
- Qualifications: 3+ years in sales or merchant services; strong communication and problem-solving skills required.
The predicted salary is between 40000 - 50000 £ per year.
As a member of the ShipBob Team, you will...
Grow with an Ownership Mindset: We champion continuous learning and innovation. You'll take on real problems, create tangible solutions, and drive results that move the needle for ShipBob, our merchants, and for your own professional growth. If you're ready to do the most meaningful work of your career, this is the place.
Collaborate with Peers and Leaders Alike: At ShipBob, leaders are accessible; feedback flows in both directions, and everyone, regardless of their seniority or role, steps up to help when needed. We hold each other to high standards because we trust each other to meet them. That combination of transparency and mutual respect is what makes the work here feel worth doing.
Experience a High-Performance Culture and Clear Purpose: We are results-driven and clear about what that means: our goals are specific, accountability is shared, and every team member can see how their work connects to our mission. When we hit milestones, we celebrate them together. When we fall short, we learn and move forward.
Role Description: The Merchant Success Manager (MSM) will join ShipBob’s growing Merchant Success team responsible for understanding the unique strategic needs of each of our merchants and delivering massive value to help facilitate their growth and success. The MSM will build and manage solid partnerships through a variety of communication methods, including regular proactive health checks, strategic quarterly business reviews, phone, and email correspondence to ensure a positive business impact. This role reports to the Manager of Merchant Success.
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 dynamic action plans including deliverables by ShipBob and recommendations for Merchant to inspire success.
- Adoption: Push Merchant Use of Key ShipBob Features. Marry Merchant objectives with ShipBob capabilities to push 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 decisive 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 map to deliver greater impact to Merchant partners.
- Perform: Nail Key Performance Indicators (KPIs). NPS: foster Merchant advocacy by providing world class experience. 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:
- Minimum 3 years of experience in sales and merchant services in the technology industry.
- Aptitude to sell via quota attainment.
- 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.
Perks & Benefits:
- Medical and Wellness Benefits
- Life Assurance
- Income Protection
- Pension Scheme
About You: Building the world’s leading full-stack fulfillment platform is challenging work. The problems we solve are complex, the pace is fast, and the bar is high. That means ShipBob’s environment isn’t the right fit for everyone, and that’s okay. If you are ready to take ownership, push boundaries, and grow alongside a team that genuinely supports each other, we would love to hear from you.
About Us: ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid-Market ecommerce merchants to provide them access to best-in-class capabilities and to deliver a delightful shopper experience. Merchants can outsource their entire fulfillment operations, utilize ShipBob’s proprietary warehouse management system for in-house fulfillment, or take advantage of a hybrid solution across ShipBob’s dozens of fulfillment center network in the United States, Canada, United Kingdom, Europe, and Australia. ShipBob is backed by leading investors and is one of the fastest-growing tech companies headquartered in Chicago.
At ShipBob, every full-time employee gets access to our best-in-class AI and productivity tools from Day 1 at no cost. This isn't a pilot or a perk for select teams. It's standard for everyone. We believe innovation isn't owned by one department. Whether you're in Talent, Operations, Finance, Engineering, or Customer Success, we expect you to ask: how can this be done better, faster, or smarter? These tools are our investment in your ability to find those answers.
We may use AI-powered tools during our interview process to support things like notetaking and organizing feedback so our teams can stay focused on getting to know you. These tools help create a more consistent and thoughtful experience. That said, every hiring decision is made by a human. ShipBob provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. There is no deadline to apply for this position, as ShipBob accepts applications on an ongoing basis.
Merchant Success Manager employer: ShipBob
At ShipBob, we pride ourselves on being an exceptional employer that fosters a culture of ownership and innovation. Our remote team in London thrives in a collaborative environment where continuous learning is encouraged, and every member has the opportunity to make a significant impact. With a strong focus on personal and professional growth, we empower our employees to tackle challenges head-on, ensuring that their contributions are recognised and celebrated within our high-performance culture.
StudySmarter Expert Advice🤫
We think this is how you could land Merchant Success Manager
✨Tip Number 1
Get to know the company inside out! Research ShipBob's mission, values, and recent achievements. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions and scenarios related to merchant success. Think about how you can demonstrate your problem-solving skills and how you've driven results in past roles.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role and keeping you top of mind for the hiring team.
We think you need these skills to ace Merchant Success Manager
Some tips for your application 🫡
Show Your Ownership Mindset:When writing your application, make sure to highlight your ability to take ownership of projects and drive results. We love candidates who can demonstrate how they've tackled real problems and created tangible solutions in their previous roles.
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language to describe your experience and how it aligns with the Merchant Success Manager role. Remember, we appreciate transparency and clarity!
Highlight Collaboration Skills:Since collaboration is key at ShipBob, don’t forget to mention your experience working with peers and leaders. Share examples of how you’ve successfully collaborated across departments to deliver comprehensive solutions for merchants.
Tailor Your Application:Make sure to tailor your application specifically for the Merchant Success Manager position. Use keywords from the job description and relate your skills and experiences directly to what we’re looking for. And remember, applying through our website is the best way to get noticed!
How to prepare for a job interview at ShipBob
✨Understand Merchant Needs
Before the interview, take some time to research common challenges faced by merchants in the e-commerce space. Think about how you can demonstrate your ability to assess and address these needs effectively. This will show that you’re not just interested in the role, but also in the success of the merchants you'll be working with.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experience where you've successfully identified problems and implemented solutions. Be ready to discuss how you can apply this skill to help ShipBob's merchants grow and succeed. Highlighting your ownership mindset will resonate well with their culture.
✨Communicate Clearly and Confidently
Since the role involves a lot of communication, practice articulating your thoughts clearly. Use the STAR method (Situation, Task, Action, Result) to structure your responses. This will help you convey your ideas effectively and demonstrate your strong communication skills.
✨Emphasise Collaboration
ShipBob values teamwork and collaboration, so be prepared to discuss how you've worked with cross-functional teams in the past. Share specific examples of how you’ve collaborated with others to achieve a common goal, and express your enthusiasm for working closely with different departments to enhance the merchant experience.
