Merchant Success Engineer - Remote

Overview

We are looking for a Merchant Success Engineer (MSE) to partner with our Merchant Success Managers (MSMs) in ensuring our merchants get the maximum value from Fulfil. This is a new role, meaning we’re looking for someone who thrives in ambiguity, enjoys building from the ground up, and can adapt quickly as we refine processes and collaboration across teams. The MSE will play a critical role in shaping how this function operates, ensuring seamless integration with MSMs, Support, Implementation, and Product to drive meaningful impact for our merchants.

In Short

• Partner with MSMs to provide deep technical expertise and strategic guidance to merchants.
• Own discovery and solutioning when a merchant issue requires a holistic approach beyond a support ticket.
• Independently assess and scope whether an issue requires a full adoption project.
• Draft and refine Scopes of Work (SOWs) for technical solutions, ensuring clarity and feasibility.
• Lead or support technical solutioning calls, working cross-functionally to drive merchant success.
• Proactively engage with strategic accounts to optimize workflows and increase product adoption.
• Recommend and implement workflow changes that drive adoption, stickiness, and value.
• Actively participate in onsite visits, sometimes traveling with MSMs or leadership to maximize merchant outcomes.
• Work closely with support, engineering, and product teams to troubleshoot complex merchant issues and provide product feedback.
• Build internal knowledge resources, including playbooks, documentation, and best practices to scale solutioning efforts.
• Ensure Salesforce is leveraged effectively for tracking merchant interactions and documenting solutions.
• Navigate stakeholder requests diplomatically, balancing merchant needs with Fulfil’s long-term strategy to avoid overcommitting.

Requirements

• Strong background in eCommerce operations, supply chain, and accounting.
• Experience with ERP implementation.
• Ability to thrive in ambiguity and adapt quickly.
• Curiosity and a desire to learn.

Benefits

• Opportunity to shape a new role and function.
• Collaborative work environment.
• Engagement with strategic accounts.