Job Category: Work From Home- Full Time
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 a dynamic action plan including deliverables by ShipBob and recommendations for Merchant to drive success.
Adoption
- Drive Merchant Use of Key ShipBob Features.
- Marry Merchant objectives with ShipBob capabilities to drive 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 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 maps to deliver greater impact to Merchant partners.
Perform
- Manage a book of approximately 40 merchants or work in tandem with a Merchant Success Manager on a team. Size of books will vary based on merchant size, growth and complexity.
- Nail Key Performance Indicators (KPIs):
- Revenue Retention: You will receive a target forecast goal for your book of business at the beginning of the quarter. Performance is based on revenue as a percentage to forecast at the end of the quarter.
- Logo Retention: Based on percentage of merchants retained in a quarter within the book of business that the MSS manages.
- NPS: Maintain high overall NPS score for book of business by understanding merchant needs, where ShipBob can improve and drive solutions for merchants.
- 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:
- Excellent written and verbal English communication skills, including the ability to express oneself with confidence.
- Minimum 3 years of experience in sales and merchant services in the technology industry. Atleast 1 year in customer success,
- 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.
Reports to: Manager, Merchant Success
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To apply for this job please visit www.shipbob.com.