Merchant Success Manager - Enterprise

Main Responsibilities:

1. Collaborate with KA-level customers to understand their business needs and develop tailored plans and solutions to ensure smooth onboarding and successful implementation.
2. 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.
3. 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.
4. 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.
5. Coordinate internal team resources, work closely with sales, product, and technical teams to ensure timely project delivery and attainment of GMV goals.
6. Maintain close communication with customers, establish and nurture strong partnerships, promptly address customer needs and issues, and provide solutions and support.
7. 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:

1. 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.
2. Strong customer management and communication skills, with the ability to build solid relationships with KA-level customers and understand and fulfill their requirements.
3. 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.
4. 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.
5. 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.
6. Self-driven and problem-solving attitude, maintaining high efficiency and delivering excellent results in a fast-paced environment.