Merchant Success Specialist-Mid Market
ShipBob · Remote · remote · Posted 1d ago
Undisclosed4–7 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
The Merchant Success Specialist - Mid-Market (MSS-MM) will join ShipBobs growing Merchant Success team, responsible for supporting the operational needs of our mid-market merchants and helping facilitate their day-to-day success. The MSS-MM will manage a portfolio of ShipBobs mid-market merchants as part of an account team alongside a Merchant Success Manager and Merchant Success Associates. This role will report to the Senior Manager, Merchant Success. This role will build and maintain strong partnerships by working in concert with our merchants and account team to do the following:
- Be a reliable operational partner to the merchant
- Enable merchant success by ensuring their fulfillment operations run smoothly
- 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 via phone and email to ensure a positive business impact
- Own the day-to-day operational outcomes of the partnership with the merchant and your account team, escalating strategic and high-complexity matters to the Merchant Success Manager
- Collaborate with your account team to execute efficient workflows and feedback loops tailored to your teams portfolio of accounts.
What youll do:
- Understand merchant operational needs and service expectations.
- Continually re-evaluate the 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, owning the operational deliverables.
- Drive merchant use of key ShipBob features through day-to-day support and guidance.
- Resolve routine operational requests - order issues, WRO and inventory queries, returns, kitting, and standard exceptions - within established SLAs.
- Triage incoming merchant requests, handling standard items directly and escalating strategic, complex, or high-risk matters to the Merchant Success Manager.
- Actively monitor merchant health signals and flag risks or churn indicators to the Merchant Success Manager early to course-correct.
- Manage a book of approximately 8-12 mid-market merchants in tandem with a Merchant Success Manager. Size of books will vary based on merchant size, growth and complexity.
- Coordinate cross-functionally with Merchant Operations, Support, B2B/EDI, and fulfillment center teams to unblock merchant issues and drive them to resolution.
- Maintain accurate records of merchant activity and ensure work is logged and visible in our systems of record.
Key Performance Indicators (KPIs):
- Logo Retention: Based on the percentage of merchants retained in a quarter within the book of business that the MSS-MM supports.
- SOP Documentation Hygiene: Maintain clear, up-to-date documentation of recurring work and contribute to standard operating procedures for the team.
- Churn: Contribute to ShipBobs company growth through high merchant retention.
- 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.
- Between 4-7 years of experience in customer success, account management, operations, or merchant services, ideally in the technology/SaaS, e-commerce, or logistics industry.
- Strong organizational skills and the ability to manage a high volume of concurrent requests without dropping details.
- A proactive, ownership-driven approach to resolving problems and following through to resolution.
- Demonstrated ability to communicate effectively through oral, written, and in-person mediums.
- Experience collaborating cross-departmentally to deliver solutions for merchants.
- PowerPoint and Excel skills.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
SMBoperational supportLogisticsSupply ChainTranscriptionWellnessoperationsAdministrationEDIaccount management
About ShipBob
ShipBob
HiringLogistics
Providing Amazon level logistics to e-commerce businesses.
450
employees
2014
12 years old
New Delhi, Delhi
India
₹24L PA avg
Avg at ShipBob
About
ShipBob Inc is a technology-enabled logistics company specializing in ecommerce fulfillment and warehousing solutions. Its careers section highlights opportunities in operations, software engineering, customer success, and supply chain management, reflecting a strong focus on optimizing order fulfillment for online merchants. With expertise in distributed warehousing, inventory management, and lastmile delivery, ShipBob positions itself as a trusted partner for brands seeking scalable, costeffective, and fast shipping solutions.
Industries
Logistics
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Career growth
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