Senior Merchant Implementation Manager

About the Client

The organization operates within the e-commerce fulfillment industry, addressing complexities in merchant order fulfillment and software integration. It supports merchants by providing scalable fulfillment services and software solutions designed to optimize operations and enhance efficiency. The organization serves a broad client base across multiple U.S. states and emphasizes continuous innovation and high-performance culture.

About the Opportunity

The Senior Merchant Implementation Manager leads the onboarding process for new merchants, ensuring successful implementation of software and fulfillment services. This role is pivotal in guiding merchants through configuration, training, and adoption phases, directly impacting merchant satisfaction and operational success. The manager collaborates across teams to solve challenges proactively and supports merchant growth by enabling efficient use of the organization's solutions.

Responsibilities

• Manage onboarding projects, maintaining communication with stakeholders to set expectations and monitor progress.
• Identify and mitigate project risks with team leadership and experts to ensure smooth implementation.
• Maintain detailed project documentation including notes, timelines, and deliverables.
• Assess merchant needs and guide them through the onboarding process as primary contact.
• Configure solutions and services based on merchant goals and scope of work.
• Support integration of software and troubleshoot merchant-specific challenges.
• Coordinate with operations to rollout fulfillment services effectively.
• Conduct customized training sessions and prepare reference materials.
• Promote adoption of key features and align merchant objectives with available capabilities.
• Travel up to 20% within the United States to support onboarding and training.

Requirements

• 3 to 5 years of experience in Merchant Implementation, Merchant Success, or similar roles.
• Willingness and ability to travel up to 20% within the United States.
• Strong project management skills.
• Ability to assess merchant needs and drive solution adoption.
• Clear communication skills for technical and non-technical audiences.
• Experience collaborating cross-departmentally.
• Familiarity with APIs, ERP, OMS systems.
• Preferred experience with e-commerce platforms like Shopify, BigCommerce, Magento, or WooCommerce.
• Preferred experience working with mid-market to enterprise merchants.
• Bonus: Experience with tools such as Jira, Excel, PowerPoint, Monday, Salesforce.

Pay

The full base pay range for this position is $71,942 to $119,903. In addition to base salary, eligibility for participation in the organization's discretionary compensation programs.

Benefits

• Medical, Dental, Vision, and Basic Life Insurance
• Paid Maternity/Parental Leave Program
• Paid Holidays and Flexible Time Off Program
• Paid Sick Leave
• Wellness Days (one per quarter)
• 401(k) Match