Job Description

Shopify empowers millions of merchants from all over the world to succeed at entrepreneurship. We’re with our merchants each step of the way to help them start, and scale their businesses while allowing them to sell through numerous channels. 

We give high-growth, high-volume merchants the scalability, reliability and flexibility they need. Shopify Plus helps power commerce for companies like Secret Lab, Unilever, Levi’s, 82e, Bombay Shaving Company, Allies of Skin and many more. We believe merchants should love their commerce platform and we work hard to make that happen.

The world needs more Shopify: if you are driven by new challenges, hustle and great growth opportunities this is the place to be! We are growing and the landscape is changing every day; this is where you come in.

Job Description

Our Merchant Success team acts as strategic advisors for all our Shopify Plus merchants. As a Senior Merchant Success Manager, you are so much more than a traditional Account Manager.  It will be essential that you are passionate about the success of our merchants, and that you leverage your role to help high-growth, high-volume merchants be successful. 

To be successful in this role, you will be tasked with applying strategies that ensure our merchants feel supported and are made aware of all the great features and products that they have access to on Shopify Plus. You will provide them with recommendations on how to build and implement the right tactics to move their business forward, and leverage scalable tactics to support merchant growth. 

The ideal Merchant Success Manager has extensive experience in eCommerce and customer success, specifically within both the SEA and the Indian market.  They also possess a deep understanding of the SEA and Indian market dynamics, commerce trends, and consumer behaviour.

This is a remote position available within Singapore, native level English required. 

Your primary responsibilities include:

Drive Merchant Growth

Goal: Retain and maintain healthy merchants with growing revenue.

• Build a strategic relationship based on trust between Shopify and the Merchant and create success plans for your merchants
  • Be prepared, actively listen and make relevant recommendations. The more trust they have with you, the more willing they are to listen to your recommendations, resulting in growing GMV
• Accurately Detect and Mitigate Risk: Use your knowledge of the merchant to determine the merchant’s risk level by evaluating risk related insights.
• Demonstrated stakeholder management across all levels of the organisation, from C-Suite through to individual contributors, and maintain accurate information within Salesforce
• Demonstrate strong Discovery: Lean into active listening when asking those deep discovery questions. Find out what’s going on not only with the merchant, but with their environment as well – this will allow you to align Shopify solutions to their business objectives
• Execute the Merchant Lifecycle through onboarding, adoption, value realisation and growth. 
• Nurturing and engaging merchants through proactive outreach, and tactics such as hosting webinars and creating email campaigns

Drive Product Usage

Goal: Find and present compelling product/partner/app adoption opportunities

• Create tailored product adoption plans
• Map Shopify product/platform solutions to merchant success objectives via Success Plans
• Obtaining merchant feedback and identifying problem areas before they become major issues
• Grow your Shopify expertise:
  • Complete Product and Process Enablement regularly 
  • Understand how to navigate common technical scenarios. Use discovery techniques to gain understanding of the challenges merchants are facing and how Shopify’s product is positioned to alleviate the challenge(s) at hand 
  • Help merchants navigate the full extent of the Shopify ecosystem (including partners, strategic partnerships and apps)

Enable Cross-Sell
Goal: Present monetization product opportunities (cross-sell)

• Uncover Shopify opportunities: Be able to present the value proposition of products, features, services, partners, and apps that are relevant to merchants and add value to their business and customers. 
• Ongoing product enablement to learn about what Shopify and our ecosystem has to offer, and then understand the products, features, services, partners, and apps well enough to make strong recommendations to merchants who are eligible in order to create opportunities. 
• Collaborating with other Shopify teams to recommend, plan, and coordinate, ensuring the merchant receives the best possible experience across Shopify

Qualifications

Requirements

• Experience working in the eCommerce industry in the Indian market, and of common tactics across both online and offline commerce. 
• 2-3+ years proven experience in an account management/customer success in SEA and the broader Asia Pacific region, ideally in eCommerce or SaaS solutions
• Experience in eCommerce/EC (understanding of acquisition, conversion, retention); it is a complex ecosystem with many moving parts, and you need to communicate how they fit together
• Technical aptitude – quick to develop a deep understanding of new software and a desire to learn the Shopify platform
• Demonstrate a high-degree of customer-centric thinking, behaviour and track record and experience working cross-functionally between sales, engineering, and support teams
• Strong business acumen and experience providing strategic advice to customers
  • Experience providing customer value and driving retention
  • Experience identifying opportunities within your customer base
• Strong communication skills, both verbal and written; with the ability to communicate at all levels within and outside the organisation with the ability to set expectations and manage difficult conversations
• High level of detail and accountability in your work and recording your efforts
• Experience using Salesforce or similar CRM software

It helps to have

• Previous work with Shopify’s platform as a merchant, a partner, etc.
• Strong knowledge of Salesforce, Excel, Salesloft or similar CRM software and reporting business tools
• Experience or training in Digital Marketing (paid advertising, social media, SEO etc); you know the tactics that will drive results
• Experience in proactively identifying talking points and conducting proactive outreach to clients and extending consultative support
• A focus on product adoption and strong demoing ability are assets.
• Experience speaking at webinars or in person events
• Experience working with other EC providers and marketplaces
• Past remote work experience
• Bachelor’s Degree or equivalent experience
• Experience working within a team consisting of multi-national team members
• Effectively and efficiently reporting to a manager not residing in Singapore.