Description
As a Merchant Success Specialist – Mid-Market at ShipBob, you will be responsible for supporting the operational needs of mid-market merchants and helping facilitate their day-to-day success.
You will manage a portfolio of mid-market merchants as part of an account team alongside a Merchant Success Manager and Merchant Success Associates.
Key responsibilities:
- Be a reliable operational partner to merchants
- Enable merchant success by ensuring smooth fulfillment operations
- Serve as a first point of contact for merchant operational requests and issues
- Work with merchants and cross-collaboratively with the ShipBob team to deliver against service expectations
- Build solid relationships through responsive, proactive communication
- Own day-to-day operational outcomes of the partnership with the merchant and your account team
- Escalate strategic and high-complexity matters to the Merchant Success Manager
- Collaborate with your account team to execute efficient workflows and feedback loops
You will also:
- Understand merchant operational needs and service expectations
- Continually re-evaluate day-to-day needs and priorities of merchants in your portfolio
- Facilitate merchant success through timely, reliable operational support
- Execute against an action plan defined with your Merchant Success Manager
- Drive merchant use of key ShipBob features through day-to-day support and guidance
- Resolve routine operational requests within established SLAs
- Triage incoming merchant requests, handling standard items directly and escalating strategic, complex, or high-risk matters
- Actively monitor merchant health signals and flag risks or churn indicators
- Manage a book of approximately 8-12 mid-market merchants
- Coordinate cross-functionally with various teams to unblock merchant issues and drive them to resolution
- Maintain accurate records of merchant activity
Key Performance Indicators (KPIs):
- Logo Retention
- SOP & Documentation Hygiene
- Churn
Requirements:
- Excellent written and verbal English communication skills
- 4-7 years of experience in customer success, account management, operations, or merchant services
- Strong organizational skills and ability to manage a high volume of concurrent requests
- Proactive, ownership-driven approach to resolving problems
- Demonstrated ability to communicate effectively
- Experience collaborating cross-departmentally
- PowerPoint and Excel skills