Principal Merchant Implementation Manager

Principal Merchant Implementation Manager

As a member of the ShipBob team, you will...

Grow with an Ownership Mindset : We champion continuous learning and proactive innovation. Team members are encouraged to identify challenges and take ownership of initiatives that drive merchant, company and personal growth. By tackling complex problems and exploring creative solutions, you won't just follow a playbook, you'll be actively building the future.

Collaborate with Peers and Leaders Alike : ShipBob values collaboration and support, where team members and leaders alike are committed to helping each other succeed. We all set high standards and understand the importance of transparency at all levels. We've created an environment where trust, open communication, and mutual respect motivate our teams to reach new heights.

Experience a High-Performance Culture and Clear Purpose : Our commitment to delivering results creates a goal-driven, high-performance culture where everyone is empowered to contribute to our mission with a clear understanding of their direct impact and accountability. We measure success in tangible ways, allowing each team member to see the positive outcomes of their work and celebrate shared victories.

Location : Remote - Spain

Role Description

We are looking for a Principal Merchant Implementation Manager to run the onboarding process for new merchants joining ShipBob. As a Principal Merchant Implementation Manager, you will be tasked with delivering projects on time and within budget by collaborating with key internal and external stakeholders, spurring action and achieving desired outcomes. This role is essential in upholding a best-in-class merchant experience.

A successful Principal Merchant Implementation Manager enables merchants to configure and optimize software and fulfillment services confidently, demonstrates adept problem solving, decision making, project management and excellent communication skills and swiftly addresses challenges. This role adds value by providing 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 the project plan including deliverables, timelines and milestones. Proactively identify and mitigate potential risks by consulting with internal subject matter experts to ensure project objectives are met without major disruptions. Create and maintain comprehensive project documentation, including meeting notes, timelines, progress reports and key deliverables. Own the full project lifecycle, driving the strategic planning, execution and delivery of complex, cross-functional projects while aligning with key business objectives.
• Consultation : Act as the merchant's principal onboarding advisor with expert-level ShipBob capability knowledge while aligning with their long-term growth strategy. Expertly manage stakeholder relationships, offering respectful and collaborative pushback when merchant expectations outpace platform capabilities, guiding towards feasible solutions that achieve mutual success. Collaborate with senior stakeholders internally and externally, driving strategic initiatives that align company-wide resources and exceed merchant expectations.
• Configuration : Run complex integrations of ShipBob's software solutions, addressing operational requirements while ensuring seamless order fulfillment and scalability. Utilize innovative problem-solving approaches to resolve complexities, anticipate potential roadblocks, and provide solutions to complex issues. Exercise sound judgment and guide merchants towards alternative strategies when their goals and ShipBob's capabilities are misaligned. Collaborate cross-functionally to design and implement operational workflows focused on scalability and continuous improvement.
• Training : Conduct tailored training sessions based on merchant needs and dashboard configurations and functionalities, aligning merchant objectives with ShipBob's capabilities to drive the use and adoption of key functions and features. Proactively create self-service reference materials that drive adoption, enabling merchants to independently maximize the value of ShipBob's tools and features. Mentor internal teams, providing support through onboarding, training, and sharing knowledge to foster continuous improvement and high service delivery standards.
• Travel : Up to 30% travel required.
• Additional duties and responsibilities as necessary.

What you'll bring to the table : Minimum 4-6 years of experience in Merchant Implementation, Merchant Success, Project Management or a similar role. Minimum 2 years' experience in working with mid-market and / or enterprise merchants. Excellent Project Management skills. Keen perceptive intelligence in assessing merchant needs and driving solutions. 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. Experience with APIs, ERP, IMS and OMS systems. Experience with E-Commerce platforms such as Shopify, BigCommerce, Magento or WooCommerce. Ability to work independently with minimal mentorship. Experience using Jira, Excel, PowerPoint, Monday, Salesforce, or similar tools.

Perks & Benefits : Life Insurance, Health Insurance Scheme