Manager, Merchant Implementation

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)