Job Details
Merchant Success Manager
SHOPLINE is a leading e-commerce platform dedicated to empowering merchants to build and grow their online businesses. With a suite of user-friendly tools and innovative solutions, we enable entrepreneurs to create stunning online stores, manage inventory, process payments, and reach customers worldwide. Our mission is to provide merchants with the support and resources they need to succeed in the competitive e-commerce landscape.
We are seeking a dynamic and results-driven Merchant Success Manager to join our new SHOPLINE US team. The Merchant Success Manager will be the enabler for cultivating strong relationships with our merchants, understanding their needs and challenges, and providing personalized support to help them achieve their business goals.
What you will be doing:
- Leading and executing the Merchant Success strategy for SHOPLINE US
- Design and apply the protocol to provide excellent onboarding experience for new merchants
- Maintain growth of assigned merchants and develop effective client retention strategies
- Manage a team of merchant success staff to deliver quality customer services support
- Build up the account management team and sustain solid business relationships with key accounts and with people at all levels
- Collect feedback on Shopline's core product from accounts, while understanding the reasons and use cases of every feedback
- Liaise with internal departments on product promotion/marketing activities
- Lead and perform ad-hoc projects as assigned by the Management
- Answer incoming questions via live chat, email and phone calls, handle customer enquiries
- Be a strong advocate for our brand and product, interact and build a community of loyal customers
Who you are:
- Bachelor Degree Holder or equivalent
- At least 5-7 years of Merchant Success/Account Management experiences, with minimum +2 years experiences in management role
- Knowledge of e-commerce and startup culture
- 100% customer-focused attitude
- Self-starter and good team player
- Excellent internal/external communication skills
- Demonstrate excellent business judgment
- Comfortable with uncertainty and situations where there is no right answer
- Strong time management and expectation management skills
Nice to have:
- E-commerce marketing experiences
- Hands on experiences with marketing tools like: Google Analytics/Facebook Pixel,AdWords,etc
- Project and account management skills
- Experience in any customer facing role or at E-commerce platforms is preferred
- Adept to CRM tools i.e. Salesforce, Intercom and Zen-desk