Merchant Success Specialist
New
Remote - IndiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 3+ years
- Required Skills
- Microsoft Power BISalesforceMS Office
Requirements
- 3+ years experience in customer success, account management, or sales within eCommerce, retail-tech, SaaS, or logistics industries
- Experience with customers in North America, EMEA, and Australia
- Familiarity with 3PL, retail B2B, WMS, or omnichannel fulfillment (strong advantage)
- Keen perceptive intelligence and active listening skills
- Demonstrated ability to communicate effectively in English through oral, written, and in-person mediums
- Ability to build new relationships with senior business owners and executive stakeholders
- Experience collaborating cross-departmentally to deliver comprehensive solutions for merchants
- Strong organizational and time management skills
- Bachelor's degree (minimum requirement)
- Proficiency in MS Office
- Knowledge of Atlassian Jira (plus)
- Knowledge of Salesforce (plus)
- Knowledge of Power BI (plus)
Responsibilities
- 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.
- 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) such as merchant retention and growth, adoption of key features, and merchant satisfaction.
- Contribute to a positive team culture by actively participating in knowledge sharing and promoting best practices.
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