ShipBob, Inc. - Principal Merchant Success Manager
Requirements
• 8+ years of experience in account management or program management in a supply chain/logistics role. • Direct project management experience, certifications and training is a bonus. • Familiarity with fulfillment or warehouse operations to credibly partner with on-site operations teams and translate operational challenges into merchant-facing solutions. • Demonstrated track record of managing enterprise-level clients and building executive-level relationships. • Excellent ability to lead cross-functional projects through ambiguity, influencing without direct authority and entrepreneurial mindset. • Business review and client-facing presentation experience at senior/executive levels. • Ability to resolve escalations and negotiate solutions under pressure. • Demonstrated ability to communicate complex ideas clearly and persuasively, both in writing and verbally, while adapting style to diverse audiences including executives, cross-functional teams, and external partners. • High proficiency with Microsoft Office Suite, reporting tools, and CRM platforms. • Ability to travel up to 25% of the time.
Responsibilities
• Serve as the primary program owner for top enterprise merchants, ensuring both day-to-day performance and long-term strategy. • Conduct regular business reviews (on-site and virtual) to provide performance updates, align on goals, and strengthen partnerships. • Partner with Operations leaders to track KPIs, implement process improvements, and resolve escalations quickly. • Run cross-functional initiatives that may include network expansions, process pilots, system enhancements, and cost-optimization projects. • Drive executive-level engagement by building trusted relationships and presenting performance insights and strategic opportunities. • Act as a liaison between merchants and fulfillment center leadership, translating merchant needs into operational action plans. • Develop playbooks, SOPs, and reporting frameworks to standardize merchant program delivery across the portfolio. • Comply to all food safety and compliance policies and regulations. • Additional duties and responsibilities as necessary.
Benefits
• Medical, Dental, Vision & Basic Life Insurance • Paid Maternity/Parental Leave Program • Paid Holidays & Flexible Time Off Program • Paid Sick Leave • Wellness Days (1 day/quarter) • Comprehensive Benefits Package >>> https://www.shipbob.com/careers/ • See Our High-Performing Culture >>>Check us out on Instagram (@lifeatshipbob) • ShipBob believes in transparency while providing a competitive total compensation package with a pay for performance approach. The full base pay range for this position in our compensation architecture is $115,496 - $192,493. In addition to base salary, this role includes the opportunity to be eligible for participation in the Company's discretionary bonus plan based on Company's plans and in accordance with Company’s policies.
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