Why ShipMonk?

ShipMonk is the world's largest 3PL for high-growth e-commerce and DTC brands. Since our inception in 2014, we've operated with a singular guiding principle: to help small and medium-sized e-commerce businesses scale by offering technology-driven fulfillment solutions that enable business founders to devote more time to the things that matter most in their businesses. Put simply, ShipMonk helps e-commerce companies stress less and grow more. Headquartered in Fort Lauderdale, FL, ShipMonk has more than 2,500 employees across facilities in Fort Lauderdale, FL, Pittston, PA, Los Angeles, CA, Bay Shore, NY, Las Vegas, NV, Louisville, KY, Fort Worth, TX, Mississauga, Ontario, Canada, Tecate, Mexico, the United Kingdom, and Prague, Czech Republic.

Overview:

The Merchant Success Manager will be involved in all aspects of the merchant experience. They will focus on our top-tier accounts. Their main objective is to assist our merchants in the growth and scale of their brands through logistics and operational expertise as well as helping the merchant better understand the full potential of Shipmonk. They must champion a collaborative culture with different business groups and departments, to improve merchant support programs and enhance merchant satisfaction.

Who we are:

We are an outcome-driven and merchant-focused team, emphasizing partnership and long-term growth.
We have a deeper level of accountability with our merchants, aligning with their goals rather than just fulfilling your own job obligations
We are proactively enabling merchants to succeed using your platform, services, or solutions.
We are shifting the conversation from simply managing relationships to being a strategic partner in our merchant’s growth

What you'll do:

Deep dive into each assigned top tier account, learning the business of each merchant
Align with the merchant’s goals to better guide and service them
Establish long-standing, trusted relationships with merchants, and develop open and effective channels of communication
Update and assist with internal projects for merchants, to increase merchant satisfaction
Encourage revenue growth by inspiring merchants to utilize additional services
Become the reliable point of contact for each merchant
Be involved in day-to-day operations to gain a better understanding of how our company is servicing our merchants
Become the internal go-to for questions regarding top tier merchants
Provide regular updates to merchants on the progress of their account regarding, but not limited to: Order flows, carrier and shipment statistics, client support tickets and inquiries, integrations, recommendations for improvement and growth

What you'll need:

Minimum three years of experience in a relatable Account Management/Client Success role
Minimum one-year experience in a management position (preferred)
Must be able to work in a fast-paced environment, and demonstrate the ability to meet deadlines
Strong communication skills required (verbal and written)
Must be willing to travel to different facilities and client locations
Upbeat and enthusiastic personality, with a go-getter attitude
Must be a problem solver with forward-thinking
Proficiency with Microsoft Office
Experience with Warehouse Management Systems is a plus
Experience with Salesforce is a plus

We are exceptionally proud of our dedicated, brilliant ShipMonkers -- the employees who collaborate to provide first-class service, solve problems, and get the job done. We work hard and have fun at work while prioritizing growth, innovation, and diversity as key values. When we add new positions at ShipMonk, we define the role 80% and look for talented individuals who can join the team, run fast, and co-create the other 20% of their job. We need our team to get engaged from Day 1 to do the work and define the work that will make us successful in the near and long term.

Perks Of Being a ShipMonker

Full health benefits coverage (medical, dental, vision)
Unlimited Paid Vacation Time
401(k) retirement plan
Referral Bonus Program ShipMonk is an equal opportunity employer.

We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status

ShipMonk is an equal opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Apply for this Job

* Required

First Name *

Last Name *

Email *

Phone *

Resume/CV *

Dropbox Google Drive

(File types: pdf, doc, docx, txt, rtf)

When autocomplete results are available use up and down arrows to review

+ Add another education

Are you at least 18 years of age or older? *

Are you legally authorized to work in the United States without employer support or sponsorship? *

Are you willing to submit to a post-offer, pre-employment background check? *

Have you ever worked for ShipMonk in the past, either directly or via an agency?

Where did you hear about this job?

What is your desired compensation for this role? *

Have you worked for a 3PL or Warehouse before?

I would like to receive updates from a recruiter about this job via SMS. *

Enter the verification code sent to to confirm you are not a robot, then submit your application.

Security Code *

This application was flagged as potential bot traffic. To resubmit your application, turn off any VPNs, clear the browser's cache and cookies, or try another browser. If you still can't submit it, contact our support team through the help center.