Merchant Success Manager - Au (Adelaide)

Location: Sydney, Australia Role Description The Merchant Success Manager (MSM) 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 MSM will build and manage solid partnerships through a variety of communication methods, including regular proactive health checks, strategic quarterly business reviews, phone, and email correspondence to ensure a positive business impact. This role reports to the Senior Manager, Merchant Success. What you'll do
- Consultation: Understand 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: Facilitate Merchant Growth and Success. Based on Merchant needs and success criteria, develop dynamic action plans including deliverables by ShipBob and recommendations for Merchant to inspire success.
- Adoption: Push Merchant Use of Key ShipBob Features. Marry Merchant objectives with ShipBob capabilities to push 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 decisive 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 roadmap to deliver greater impact to Merchant partners.
- Performance Metrics: Nail Key Performance Indicators (KPIs). NPS: foster Merchant advocacy by providing world-class experience. Churn: contribute to ShipBob's company growth through high merchant retention. Upsell: usher in mutual success for Merchant and ShipBob through adoption of recent, key features and services.
- Additional duties and responsibilities as necessary. What you'll bring to the table
- Minimum 3 years of experience in sales and merchant services in the technology industry.
- 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. Equal Employment Prospect Statement ShipBob provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rffkv