Location: Remote in India

Shift Hours: 7:30 PM - 4:30 AM IST

Role Description:

The Merchant Success Specialist (MSS) 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 MSS will manage a portfolio of Shipbob's medium size merchants. This role reports to Senior Manager, Merchant Success.

This role will build and manage solid partnerships by working in concert with our merchants to do the following:

Be a strategic partner with the merchant.
Enable merchant to achieve success by helping them grow their business.
Serve as an escalation point for Merchants.
Work with Merchants and cross-collaboratively with the ShipBob team to deliver against success criteria.
Build solid relationships through regular proactive health checks, phone, and email correspondence to ensure a positive business impact.
Own the outcomes of partnership with Merchant, including risk management and demonstrating positive value against success criteria.

What you’ll do:

Understand merchant needs and goals.
Continually re-evaluate success criteria, needs, and goals of merchants.
Facilitate merchant growth and success.
Develop a dynamic action plan including deliverables by ShipBob and recommendations for merchants to drive success.
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.
Actively monitor merchant health and take quick and action to course correct.
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.
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 SaaS environment managing international Customers.
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:

Merchant Success Specialist

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Merchant Success Specialist