About the role
At Shopify we believe in making commerce better for everyone including entrepreneurs and enterprise brands alike by providing the freedom for businesses to grow, adapt, and evolve. We give merchants the scalability, reliability and flexibility they need to build their businesses and create economic independence. Shopify helps power commerce experiences for over 1.5 million companies like Culture Kings, Youfoodz, HiSmile, Decjuba, JB Hi-Fi, and many more. We are in hyper-growth, building the tools and experiences for today’s leading brands and creating a level playing field for entrepreneurs who are just getting started.
We are building a 100-year company and your role as a Merchant Success Manager is to help high-growth, high-volume merchants thrive. You will achieve this by developing strong relationships with your merchants, connecting them with relevant internal teams, Shopify Partners, solutions and guiding them on how to build and implement the right tactics to move their business forward.
This remote position that will report to an APAC Merchant Success Lead is available within Australia and New Zealand and will support merchants across the Asia Pacific.
Your responsibilities will include:
Being a trusted advisor for our merchants; knowing their business, competitive landscape and championing the work and business-building ideas. You are the merchant’s main day-to-day Shopify contact
Building strong relationships with merchants and their teams; acting as an advocate for the merchant within Shopify and as an advocate for Shopify with the merchant
Actively listen to merchants and continually identify opportunities that enable them to better leverage the Shopify ecosystem
Collaborating with other Shopify teams to recommend, plan, and coordinate, ensuring the merchant receives the best possible experience across Shopify
Obtaining merchant feedback and identifying problem areas before they become major issues
Staying abreast of your merchant’s business results, future plans, and challenges
Keeping senior managers informed of any issues affecting the overall health and retention risk related to your merchants
Ensuring that merchants receive the most intelligent, creative and comprehensive recommendations possible
Analyzing your merchant’s business needs, identify strategic partnership opportunities, and develop strategies to ensure growth, satisfaction, and retention
Identifying trends across your merchant base looking for common needs and interests in order to share information with Shopify Product and Support teams
Requirements for the role:
Experience managing multiple large / enterprise / fortune 500 type level companies
Experience engaging with all levels of the organisations, from CSuite through to individual contributors
Background in account management with a strong understanding of how to build strong relationships with merchants and stakeholders at all levels
Proven communication skills with the ability to set expectations and manage difficult conversations
Experience developing big picture strategy
Exceptional attention to detail
Excellent collaborator and problem solver
Experience providing customer value and driving retention; you should be customer focused in all that you do
Experience, training, or exposure to programming languages, custom apps, APIs, etc.; you’ll be working with multiple stakeholders and will need to speak their language
Experience or training in Digital Marketing (paid advertising, social media, SEO etc); you know the tactics that will drive results
Experience in eCommerce (understanding of acquisition, conversion, retention); it is a complex ecosystem with many moving parts, and you need to communicate how they fit together
Shopify is now permanently remote, and working towards a future that is digital by default. Learn more about what this can mean for you: https://www.shopify.com/careers/work-anywhere
Our belief is that a strong commitment to diversity & inclusion enables us to truly make commerce better for everyone. We encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities. Please take a look at our Sustainability Reports to learn more about Shopify’s commitments to our communities, and our planet: https://www.shopify.com/about/environment#SustainabilityReports
At Shopify, we understand that experience comes in many forms. We’re dedicated to adding new perspectives to the team - so if your experience is this close to what we’re looking for, please consider applying.