Senior Implementation Manager

Date Posted: Posted30+ days ago
Sydney NSW

Job Description

Title: Sr. Merchant Implementation Manager

Location: Australia

If you’re looking to be at the forefront of disrupting the ecommerce industry, wanting to make your mark and be continuously challenged to grow, your time has come.

ShipBob is recognized as #1 on Crain's 2020 “Fast 50” list of the fastest-growing companies in Chicago & Built In’s best mid-sized companies to work for in Chicago. With this growth, we are looking for top talent to help us reach the next level.

Role Description:

We are hiring a Sr. Merchant Implementation Manager who will be responsible for the successful onboarding of new merchants. You will provide thorough training sessions for all stakeholders to ensure effective use of the ShipBob dashboard and suite of fulfillment services. You will also troubleshoot issues early on in the partnership to course-correct and set our merchants up for long-term success. Finally, you will be in a pioneering role for the location and will be responsible for the continuous growth and improvement of the team.

About Us:

ShipBob is a cloud-based logistics platform that partners with over 5,500+ e-commerce businesses to help make their entrepreneurial dreams a reality. We offer a full suite of fulfillment solutions for our merchants, including the ability to improve their transit times, shipping costs and deliver best in class experience to their customers. With an almost 100% accuracy rate in fulfilling orders and orders shipped on time, our merchants can count on us to deliver excellent service.

ShipBob’s growing fulfillment network is powered by our proprietary technology and acts as a back office for logistics, providing merchants with full visibility into orders, inventory levels in real time, and access to advanced analytics, over 27 integrations and data reporting.

As one of the fastest growing tech companies in Chicago with over $330M+ raised from blue-chip investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners and SoftBank Vision Fund 2, our goal is to continue to be the #1 best fulfillment technology in the industry. To help us meet this standard, we are scaling our entire team and looking for people who share our core values and have an entrepreneurial mindset.

About You:

At ShipBob, we’re looking for individuals who embody our core values:

  • Be Mission-Driven. We want team members that are passionate about helping entrepreneurs improve their business and bring that passion every day.
  • Be Humble. We have ambitious goals, and our team members understand that success or failure depends on us working together and leaving egos at the door.
  • Be Resilient. Logistics is a complicated business. So is software. We value team members that never give up and keep iterating until a problem is solved.
  • Be a Creative Problem Solver. As a startup, we value smart, innovative solutions to complex problems. We fall in love with the problem, not our “favorite” solution.

What you’ll do:

  • Consultation: Understand Merchant Needs and Goals.
    • Upon account assignment, review needs and “success criteria” for partnership, including the reasons why they partnered with ShipBob.
    • Serve as a resource to multiple merchants during a 60-90 day implementation phase.
  • Configuration: Guide merchants to set up the ShipBob platform.
    • Set up the dashboard and services to accomplish the goals of the merchant.
  • Training: Coach and Guide Merchant to Success.
    • Set up tailored training sessions for all stakeholders based on merchant needs and specific dashboard configuration and functionality.
    • Prepare reference material in line with training to encourage self-service and seamless interaction with ShipBob dashboard and services.
  • Adoption: Drive Merchant Use of Key ShipBob Features.
    • Marry merchant objectives with ShipBob capabilities to drive use and adoption of key functions and features as part of ShipBob’s offerings.
  • Perform: Nail Key Performance Indicators (KPIs)
    • NPS/Customer Satisfaction: foster merchant advocacy by providing world class experience.
    • Retention: contribute to ShipBob’s company growth through high merchant retention.
    • Time to Revenue: ensure the merchants have completed all necessary steps to start shipping with ShipBob in a timely manner.
  • Other duties as needed.

What you’ll bring to the table:

  • Minimum 3 years of experience in sales, merchant success or similar role.
  • 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, IMS 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.

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions.

Perks & Benefits:

  • Basic Pension
  • Employee Assistance Program
  • Stock Option Program
  • Referral Bonus Program
  • Professional Development Reimbursement Program
  • Fun Culture >>> Check us out on Instagram

Reports to: Senior Manager of Implementation

ShipBob provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Internal Use Only, Requisition #: POPS-1089


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