Merchant Success Manager, Enterprise

Main Responsibilities

• Collaborate with KA-level customers to understand their business needs and develop tailored plans and solutions to ensure smooth onboarding and successful implementation.
• Observe the full lifecycle GMV performance of customers, analyze sales data and trends, identify growth opportunities and potential risks, and devise corresponding strategies and action plans.
• Set GMV goals in collaboration with customers, track actual performance, monitor key metrics, and make timely adjustments to strategies to achieve the desired GMV objectives.
• Analyze market and industry trends, stay updated on competitors' dynamics and best practices, and provide strategic advice and market insights to customers to drive GMV growth.
• Coordinate internal team resources, work closely with sales, product, and technical teams to ensure timely project delivery and attainment of GMV goals.
• Maintain close communication with customers, establish and nurture strong partnerships, promptly address customer needs and issues, and provide solutions and support.
• Monitor customers' operational performance and results, collaborate with them to develop growth strategies and optimization plans to enhance their online business's GMV performance and profitability.

Requirements

• Experience in project management within agencies or similar environments, with a focus on technology stacks like Shopify and BigCommerce, and familiarity with the implementation and operational processes of e-commerce platforms.
• Strong customer management and communication skills, with the ability to build solid relationships with KA-level customers and understand and fulfill their requirements.
• Excellent project management skills, including planning, resource allocation, risk management, and problem-solving abilities, to ensure timely project delivery, GMV goal attainment, and customer satisfaction.
• Outstanding teamwork and collaboration capabilities, with the ability to closely work with sales, product, and technical teams to achieve successful customer onboarding, implementation, and GMV objectives.
• Business acumen and strategic thinking, enabling the analysis of market trends, competitors, and customer needs to devise GMV achievement strategies and provide appropriate solutions and recommendations.
• Self-driven and problem-solving attitude, maintaining high efficiency and delivering excellent results in a fast-paced environment.