Senior Merchant Success Manager (Remote, ANZ)

Job post summary
Location ANZ
Team Sales and Account Management

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:

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:

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.

How we hire

At Shopify, we put a lot of care and time into who we hire. We believe that in order to build the best products, we need to build high impact teams. Our recruitment process centres around what we call the Life Story interview, a conversational-style interview where we get to learn more about you.
Learn more about our hiring process 

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