Shopify is looking for Merchant Success Team Lead 2024.
Job Responsibilities:
- Lead a high impact merchant facing team to drive deep engagement, extract value and define areas of service delivery.
- Motivate the team to ultimately drive GMV growth, retain merchants, meeting or exceeding targets specific to adoption, growth, advocacy and health.
- Monitor and report team performance and impact to senior leadership on a regular basis including, but not limited to team benchmarking, KPIs, development, and project based work.
- Triage as a point of escalation while driving rapid resolution for issues and maintaining high satisfaction scores.
- Engage within regular executive business reviews to promote adoption and increase growth opportunities.
- Be an advocate for Shopify through networking, presentations, engagement, and facilitation of boutique and large scale industry events.
- Support the development of strategic merchant partnerships and build a loyal base that actively advocates for Shopify Plus.
- Serve as cross-functional leader across many Shopify teams – to ensure a unified, seamless merchant experience via process development, optimization and standardization.
- Strong cross-functional working relationships with our Global and Regional Strategic Accounts team to engage, partner, and execute within region
- Develop, coach and mentor the team to enable them to excel and grow within their roles.
- Identify areas of improvement and make recommendations based on data, analytics and best practices.
- Monitor tools, review data trends and recommend process improvements over time.
Location:
BangladeshBenefits
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Eligibilities
- Significant proven experience at across APAC in the Saas retail and omni channel commerce industries.
- Passionate about people leadership with proven experience leading/hiring/building world-class teams.
- Experience holding a target and being accountable for team attainment including sales coaching, pipeline management, and book of business ownership over 1,000 accounts.
- Experience working with global teams and stakeholders.
- Experience in monitoring individual performance, track against targets, and coach to both high and low performance.
- Proven success in implementing short and long term strategies to build merchant relationships for long term growth.
- Demonstrated results in using AI and data to monitor health of book of business and outcomes.
- Strong business acumen and experience providing strategic advice to customers.
- Exceptional ability to develop and maintain relationships with a wide range of personalities and departments.
- Strong organizational and project management skills with the keen ability to multitask.
- Technical aptitude – quick to develop a deep understanding of new software and resources needed to amplify value + revenue generation.
- Understanding of ecommerce infrastructures, tech stacks, and integrations with ability to speak across stakeholder groups from CTOs to ICs.
- Strong retail / commercial acumen and adept at navigating large complex organizations, matrixed decision-making, working with multiple stakeholders both internally and externally at both the executive and IC levels.
- Proven ability to analyze complex situations and develop actionable insights and tangible plans to lead a cross functional team towards key objectives.
- Demonstrate a high-degree of customer-centric thinking, behavior and track record of experience working cross-functionally between sales and support teams.
For Further Queries
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