Merchant Implementation Manager

Role Description:

We are looking for a Merchant Implementation Manager to facilitate the onboarding process for new merchants joining ShipBob. In this role, you will guide merchants to configure and optimize software and fulfillment services confidently. Your adept problem solving, decision making, project management and strong communication skills will swiftly address challenges and provide scalable solutions to our merchants, setting them on the path to sustained success. This role reports to the Manager, Merchant Implementation.

What You’ll Do:

• Project Management:
  • Establish and maintain communication with key stakeholders and set expectations for project timelines and milestones.
  • Monitor task completion to ensure alignment with project deadlines.
  • Maintain comprehensive project documentation, including meeting notes, timelines, progress report and key deliverables.
• Consultation: Understand Merchant Needs and Goals
  • You will review solutions requirements and success criteria for the project and consult the merchant through onboarding ShipBob.
  • Serve as the primary point of contact and advisor across multiple merchants during the implementation phase.
• Configuration: Assist Merchants to Setup and Optimize the ShipBob Software
  • Configure ShipBob solutions and services to meet the merchant's goals based on the Scope of Work (SOW) provided by ShipBob Solutions Engineers.
  • Support our merchants to configure standard integrations with ShipBob's software solutions, successfully utilize them to manage their order fulfillment.
  • Work directly with ShipBob Operations teams to coordinate and develop the setup and roll out of our fulfillment services to ensure seamless operations.
• Onboarding: Coach and Guide Merchants to Success
  • Educate and train the main point of contact on effectively utilizing the ShipBob dashboard and services, providing tailored guidance based on the merchant’s specific needs and dashboard configurations.
• Adoption: Drive Merchant Use of Key ShipBob Features
  • Align merchant objectives with ShipBob’s capabilities to drive the use and adoption of key functions and features.
• Additional duties and responsibilities as necessary.

What you’ll bring to the table:

• 5-10 years of experience in Merchant Implementation, Merchant Success, or a similar role.
• Excellent presentation skills with the ability to engage and educate diverse audiences.
• Excellent project management skills with a proven track record of delivering results.
• Keen perceptive intelligence in assessing merchant needs and driving solutions to meet those needs.
• Exceptional verbal and written communication skills.
• Experience collaborating cross-departmentally to deliver comprehensive solutions for merchants.
• Experience with E-Commerce platforms such as Shopify, BigCommerce, Magento or WooCommerce is highly valued.
• Bonus: Experience using Jira, Excel, PowerPoint, Monday, Salesforce, or similar tools.

Perks & Benefits:

• Medical, Term & 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
• See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob)