Senior Merchant Implementation Manager

We are looking for a Senior Merchant Implementation Manager to lead the onboarding process for new merchants joining ShipBob. As a Senior Merchant Implementation Manager, you will drive successful project outcomes, collaborating with management on proactive solutions.

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 Senior Manager, Merchant Implementation.

What You’ll Do:

• Project Management:
  • Establish and maintain communication with key stakeholders to set expectations for key deliverables, timelines and milestones.
  • Proactively identify potential project risks through consultation with team leadership, and subject matter experts to help develop mitigation strategies that can ensure project objectives are met without major disruptions.
  • 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
  • Upon account assignment, you will review solutions requirements and success criteria for the project with key stakeholders and guide the merchant through ShipBob onboarding.
  • 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.
  • Support our merchants to configure standard integrations with ShipBob's software solutions, and successfully utilize them to manage their order fulfillment.
  • Troubleshoot unique merchant challenges as they arise throughout the project.
  • Work directly with ShipBob Operations with minimal manager guidance to coordinate and develop the setup and roll out of our fulfillment services to ensure seamless operations.
• Training: Coach and Guide Merchants to Success
  • Conduct tailored training sessions for all stakeholders based on merchant needs and specific dashboard configurations and functionalities.
  • As needed prepare reference materials to encourage self-service and seamless interaction with the ShipBob dashboard and services.
• 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.
• Travel: Up to 20% travel required.

What you’ll bring to the table:

• Minimum of 3-5 years of experience in Merchant Implementation, Merchant Success, or a similar role.
• Willingness and ability to travel up to 20% within the United States to support merchant onboarding, training, and relationship-building as needed.
• Excellent Project Management skills.
• Keen perceptive intelligence in assessing merchant needs and driving solutions to meet those needs.
• Ability to clearly articulate technical topics to a non-technical audience.
• Ability to communicate effectively through verbal and written communication.
• Experience collaborating cross-departmentally to deliver comprehensive solutions for merchants.
• Experience with APIs, ERP and OMS systems.
• Experience with E-Commerce platforms such as Shopify, BigCommerce, Magento or WooCommerce is highly preferred.
• Experience in working with mid-market to enterprise merchants is highly preferred.
• Bonus: Experience using Jira, Excel, PowerPoint, Monday, Salesforce, or similar tools.