Merchant Success Manager- Mandarin Speaker

Overview Merchant Success Manager – Mandarin Speaker at ShipBob. Location: Sydney CBD (hybrid position requiring 2–3 days per week in the Sydney office). Shift Timings: 7am - 4pm AEST. Role Description The Merchant Success Manager (MSM) will join ShipBob’s growing Merchant Success team responsible for understanding the unique strategic needs of each merchant and delivering massive value to help facilitate their growth and success. The MSM will build and manage solid partnerships through a variety of communication methods, including regular proactive health checks, strategic quarterly business reviews, phone, and email correspondence to ensure a positive business impact. This role reports to the Director, Merchant Success. What You’ll Do Consultation: Understanding Merchant Needs and Goals. Upon account assignment, uncover what “success” means to a Merchant. Continually re-evaluate success criteria, needs, and goals of Merchants. Solutions: Facilitating Merchant Growth and Success. Based on Merchant needs and success criteria, develop dynamic action plans including deliverables by ShipBob and recommendations for Merchant to inspire success. Adoption: Push Merchant Use of Key ShipBob Features. Marry Merchant objectives with ShipBob capabilities to push use and adoption of key functions and features as part of ShipBob’s offerings. Risk Management: Nip Issues in the Bud. Actively monitor merchant health and take quick and decisive action to course-correct. Collaboration: Involve Key Stakeholders and Teams. Work closely with the ShipBob Customer Support team to deliver best-in-class Merchant experience. Help dictate product and services road map to deliver greater impact to Merchant partners. Perform: Nail Key Performance Indicators (KPIs). NPS: foster Merchant advocacy by providing world class experience. Churn: contribute to ShipBob’s company growth through high merchant retention. Upsell: usher in mutual success for Merchant and ShipBob through adoption of new, key features and services. Additional duties and responsibilities as necessary. What You’ll Bring To The Table Fluency in Mandarin & English (spoken and written) — mandatory requirement Minimum 3 years of experience in sales and merchant services in the technology industry. Aptitude to sell via quota attainment. Keen perceptive intelligence in assessing merchant needs and driving solutions to meet those needs. Demonstrated ability to communicate effectively through oral, written, and in-person mediums. Experience collaborating cross-departmentally to deliver comprehensive solutions for merchants. PowerPoint and Excel skills. Perks & Benefits Health and Wellness Benefits Stipend WFH Phone/Internet Stipend See Our High-Performing Culture — Check us out on Instagram (@lifeatshipbob) About You The work we do at ShipBob is challenging and rigorous, which means our environment isn’t the right fit for everyone. We welcome energetic high performers who thrive in a dynamic, collaborative, results-driven environment. We value individuals who embrace accountability and humility, push boundaries, and are motivated by challenging work. Every team member, no matter their role or tenure, is expected to roll up their sleeves and tackle the complex problems we face in today’s global supply chain. Learn more about our core values and how we perform at a high level in our day-to-day work on our Culture page ( About Us ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid-Market ecommerce merchants to provide them access to best-in-class capabilities and to deliver a delightful shopper experience. Merchants can outsource their entire fulfillment operations, utilize ShipBob’s proprietary warehouse management system for in-house fulfillment, or take advantage of a hybrid solution across ShipBob’s dozens of fulfillment center network in the United States, Canada, United Kingdom, Europe, and Australia. ShipBob is backed by leading investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners, and SoftBank Vision Fund 2, and is one of the fastest-growing tech companies headquartered in Chicago. 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. #J-18808-Ljbffr