Senior Merchant Implementation Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Merchant Implementation Manager based in United States.

This role leads the successful onboarding and implementation of new merchants, guiding them from initial requirements through launch and adoption.

You will serve as a trusted advisor and primary point of contact, helping merchants configure and optimize software and fulfillment solutions.

The position combines project management, consultation, technical configuration, training, troubleshooting, and relationship management.

You will coordinate closely with internal stakeholders and operations teams to identify risks, resolve challenges, and keep projects on track.

Strong communication and problem-solving skills will be essential for translating technical concepts into practical solutions for diverse merchant audiences.

The role offers significant ownership and requires the ability to manage multiple projects while working independently in a high-performance environment.

This is a remote U.S.-based opportunity with up to 20% travel for merchant onboarding, training, and relationship-building.

Accountabilities:

• Lead merchant implementation projects from onboarding through successful launch, establishing clear expectations around deliverables, timelines, milestones, and responsibilities with key stakeholders.
• Proactively identify project risks by collaborating with leadership and subject matter experts, developing mitigation strategies that protect project objectives and minimize disruption.
• Monitor project tasks and milestones to ensure deadlines are met, while maintaining comprehensive documentation including meeting notes, timelines, progress updates, and key deliverables.
• Review solution requirements and success criteria upon account assignment, then guide merchants through the implementation process as their primary point of contact and advisor.
• Assess merchant needs and configure software and fulfillment services according to defined project scope, business goals, and operational requirements.
• Support merchants in configuring standard integrations and using software solutions effectively to manage their order fulfillment processes.
• Troubleshoot unique merchant challenges throughout implementation and develop scalable solutions that address both immediate issues and long-term needs.
• Work directly with operations teams, with minimal manager guidance, to coordinate and develop the setup and rollout of fulfillment services for seamless execution.
• Conduct tailored training sessions for merchant stakeholders based on their needs, dashboard configurations, and available functionality.
• Create reference materials and resources when needed to encourage self-service and improve ongoing interaction with software and fulfillment services.
• Drive adoption of key features by aligning merchant objectives with available capabilities and helping customers realize greater value from the solutions.
• Travel up to 20% within the United States to support merchant onboarding, training, and relationship-building activities.

Requirements:

• 3-5 years of experience in Merchant Implementation, Merchant Success, onboarding, project management, or a similar client-facing role.
• Willingness and ability to travel up to 20% within the United States.
• Strong project management capabilities, including the ability to manage timelines, priorities, stakeholders, risks, and deliverables across multiple projects.
• Strong perceptive and analytical skills, with the ability to understand merchant needs and translate them into effective solutions.
• Ability to clearly explain technical concepts and systems to non-technical audiences.
• Excellent verbal and written communication skills, with a strong customer-focused approach.
• Demonstrated experience collaborating across departments to deliver comprehensive solutions for merchants or clients.
• Experience working with APIs, ERP systems, and OMS platforms.
• Experience with e-commerce platforms such as Shopify, BigCommerce, Magento, or WooCommerce is highly preferred.
• Experience supporting mid-market to enterprise merchants is highly preferred.
• Familiarity with tools such as Jira, Excel, PowerPoint, Monday, Salesforce, or similar platforms is a plus.
• Ability to take ownership, work independently, solve complex problems, and collaborate effectively within a fast-paced, high-performance environment.

Benefits:

• Base salary range of $71,942-$119,903, with compensation determined by experience, skills, and overall alignment with the role.
• Eligibility for participation in a discretionary performance-based bonus plan in accordance with applicable company policies.
• Medical, dental, vision, and basic life insurance.
• Paid maternity and parental leave.
• Paid holidays and flexible time off.
• Paid sick leave.
• Wellness Days, with one day available per quarter.
• 401(k) matching.
• Comprehensive benefits package.
• Remote work within the specified eligible U.S. states.
• Opportunity to work in a high-performance, ownership-driven environment focused on continuous learning, innovation, and measurable results.
• Access to AI and productivity tools to support employees in working more efficiently and developing smarter solutions.
• Ongoing collaboration with accessible leaders and cross-functional teams in an environment that emphasizes transparency, accountability, and mutual respect.