Principal Merchant Success Manager
Drive the success of high-impact merchant relationships by aligning operational execution with strategic growth objectives. In this hybrid role, you'll split time between ShipBob's Innovation Center and remote work, serving as the central point of contact for enterprise-level partners and ensuring seamless coordination across fulfillment, product, finance, and operations teams.
Key Responsibilities
- Lead end-to-end success programs for top-tier merchants, designing frameworks that link day-to-day performance to long-term business outcomes.
- Collaborate closely with fulfillment center leadership to monitor SLAs, manage escalations, and implement process improvements that enhance service quality.
- Facilitate cross-functional projects including system upgrades, network expansions, and cost-efficiency initiatives to meet evolving merchant demands.
- Conduct regular business reviews—on-site and virtual—to share performance insights, identify growth opportunities, and strengthen executive alignment.
- Translate merchant needs into actionable plans for operations teams, ensuring clear communication and timely execution.
- Develop standardized playbooks, SOPs, and reporting models to scale best practices across the merchant portfolio.
- Maintain compliance with all applicable safety and regulatory standards within fulfillment environments.
Qualifications & Requirements
- Minimum of 8 years in account or program management within logistics, supply chain, or a related field.
- Proven experience working on-site in warehouse or fulfillment settings, with strong collaboration skills across frontline and leadership teams.
- History of managing complex client relationships and engaging at executive levels with confidence and clarity.
- Skilled in leading cross-functional initiatives without direct authority, navigating ambiguity with an entrepreneurial mindset.
- Experience delivering presentations and business reviews to senior stakeholders, both internally and externally.
- Strong problem-solving abilities, particularly in high-pressure situations requiring negotiation and rapid resolution.
- Excellent written and verbal communication skills, with the ability to tailor messaging for diverse audiences.
- Proficient in Microsoft Office, CRM platforms, and reporting tools used to analyze and present performance data.
- Must be able to work on-site at least 50% of the time at ShipBob's Innovation Center.
Preferred Background
- Project management training, certifications, or hands-on leadership in complex operational projects.
