Senior Merchant Implementation Manager

As a member of the ShipBob Team, you will... - **Grow with an Ownership Mindset**: We champion continuous learning and innovation. You'll take on real problems, create tangible solutions, and drive results that move the needle for ShipBob, our merchants, and for your own professional growth. If you're ready to do the most meaningful work of your career, this is the place. - **Collaborate with Peers and Leaders Alike:**At ShipBob, leaders are accessible; feedback flows in both directions, and everyone, regardless of their seniority or role, steps up to help when needed. We hold each other to high standards because we trust each other to meet them. That combination of transparency and mutual respect is what makes the work here feel worth doing. - **Experience a High-Performance Culture and Clear Purpose:**We are results-driven and clear about what that means: our goals are specific, accountability is shared, and every team member can see how their work connects to our mission. When we hit milestones, we celebrate them together. When we fall short, we learn and move forward. **Location:** Remote in these states: AL, AZ, CA, CO, FL, GA, KS, KY, IA, ID, IL, IN, LA, MA, ME, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OK, OR, PA, RI, SC, TN, TX, UT, VA, VT, WA, WI **Travel requirement:** Willingness and ability to travel up to 20% within the United States to support merchant onboarding, training, and relationship-building as needed. **Role Description** 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. **Perks & 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) - 401K Match - Comprehensive Benefits Package >>> - See Our High-Performing Culture >>>[Check us out on Instagram](https://www.instagram.com/lifeatshipbob/) (@lifeatshipbob) ***ShipBob believes in transparency while providing a competitive total compensation package with a***