Manager, Merchant Implementation

As a member of the ShipBob Team, you will benefit from an environment where everything is achievable. We aim to be a place where you can:

• Write Your Career Story.  Because we are solving some of the most difficult problems in global commerce, you have the opportunity to write the story that will make your career.
• Experience Global Impact and Global Connection.  At ShipBob we benefit from diverse cultures and perspectives in service of the global community.
• Grow With An Ownership Mindset. We believe that great innovation comes from great transparency.  We are more resilient and more creative when we have an inclusive and transparent culture where everyone knows our strengths and opportunities.

Title: Manager, Merchant Implementation

Location: Remote in India

Role Description:

The Manager, Merchant Implementation will join ShipBob’s growing Merchant Experience team responsible for understanding the unique strategic needs of each of our clients and delivering value to help facilitate their growth and success. This person will be responsible for managing the Implementation Specialists in India, whose core responsibilities focus on the successful onboarding of new merchants. The expectations for this role are to be an excellent people manager and to operate in a fast-paced environment with a level of ambiguity.  

What you’ll do:

• Manage: manage a team consisting of individual contributors and team leads that work to onboard, retain, grow and support our merchants in their first 30-90 days working with ShipBob.  
• Influence: work cross-functionally with our Merchant Success, Merchant Care, Product, Engineering, Marketing, Analytics, and Sales teams to improve the merchant experience and achieve revenue goals.  
• Strategize: work with our sales, merchant care and strategy teams to devise and execute the overall operational strategy for retaining and growing our self-serve merchant base.  
• Merchant Experience: manage a team of Implementation Specialists that act as our escalation point for the first 30 days in the onboarding process for new merchants. This team is critical in solving the most complex merchant problems both from an internal and external perspective.  
• Onboarding: oversee the onboarding and implementation operations for all SMB merchants.  
• Analyze: build models to evaluate the economic and strategic costs and benefits of merchant acquisition, engagement, and retention programs and experiments. Forecast and evaluate KPI achievement for our book of business.  
• Experiment: use data-driven choices and sound business judgment to run tests on everything from new retention initiatives to increasing education levels of our merchants to reduce support and escalation costs. 
• Additional duties and responsibilities as necessary. 

What you’ll bring to the table:

• Minimum 3 years of experience in sales and client services in the technology industry. 
• 2+ years management experience owning both individual and shared goals.  
• Experience in a client facing, support or account management role.  
• High EQ and natural interpersonal skills. A connector and expert communicator who will ‘close the distance’ between Merchant Success, our merchants and internal stakeholders.  
• Established track record of running initiatives, working cross-functionally to achieve goals, and succeeding in a team environment.  
• Solid project management skills and ability to run multiple projects simultaneously. 
• Tableau, Salesforce, Microsoft Office, Retool, SQL skills. 

Reports to: Senior Manager, Merchant Implementation

Perks & Benefits:

• Medical & Accidental Insurance 
• All Purpose Leave (casual & sick time): 12 days 
• Earned Leave: 15 days 
• Public Holiday: 12 days 
• Generous Maternity & Paternity Leave 
• Quarterly Wellness Day 
• Work From Home Allowance 
• Referral Bonus Program 
• Fun Culture >>> Check us out on Instagram (@lifeatshipbob) 

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions.

About You:

At ShipBob, we’re looking to bring on board people who embody our core values:

• Be Mission-Driven.  We want team members that are passionate about helping entrepreneurs improve their business, and bring that passion every day.
• Be Humble. We have ambitious goals, and our team members understand that success or failure depends on us working together and leaving egos at the door.
• Be Resilient. Logistics is a complicated business. So is software. We value team members that never give up and keep iterating until a problem is solved.
• Be a Creative Problem Solver. As a startup, we value smart, innovative solutions to complex problems. We fall in love with the problem, not our “favorite” solution.
• Be Safety Minded. It’s not just talk; it’s the way you work.

About Us: 

ShipBob is a cloud-based logistics platform that partners with thousands of e-commerce businesses to help make their entrepreneurial dreams a reality. We offer a full suite of fulfillment solutions for our merchants, including the ability to improve their transit times, shipping costs and deliver a best in class experience to their customers. 

As one of the fastest growing tech companies in Chicago backed by blue-chip investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners and SoftBank Vision Fund 2, our goal is to continue to be the best fulfillment technology in the industry. 

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.