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    Merchant Success Manager - Los Angeles, United States - SHOPLINE

    SHOPLINE
    SHOPLINE Los Angeles, United States

    3 weeks ago

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    Description
    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

    #J-18808-Ljbffr
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