Merchant Success Manager (E-commerce Key Accounts Manager)

Opportunity #348

The Client:

Our client is making SMEs eCommerce simple. They give high growth, high volume merchants the scalability, reliability, and flexibility they need. Their mission is enabling businesses to unlock their eCommerce, providing comprehensive eCommerce managed services, empowering them to be successful by becoming their eCommerce consultant and strategic partners. Helping them create and execute their go-to-market strategy. They believe merchants should love their e-commerce platform and we work hard each day to make that happen. They are in hyper-growth, and this is where you come in. They are looking to hire Merchant Success Manager (E-commerce Key Accounts Manager).

Overview:

Your role as a Merchant Success Manager is to help high-growth, high-volume merchants are successful. You'll do this by developing strong relationships with your merchants, and helping them with long-term solutions to their biggest roadblocks. Ultimately, you're here to understand their goals and advise them on the best way to achieve those goals. You'll provide merchants with guidance on best eCommerce practices, knowledge of industry trends, API support, ERP integration assistance, advice on social commerce strategies, insight into analytics and SEO, conduct site audits, and much more. You're their partner in commerce, and will truly help them grow their business.

Key Responsibilities:

• Create strong relationships with our merchants.
• Recommend ways to best utilize the service.
• Match merchants with top partners to assist with custom design and development projects.
• Point out areas for improvement, including opportunities for product adoption and implementing new features, Elevate the overall merchant experience.
• Analyze merchants in terms of development potential, profitability, sales revenues, and you develop and implement the necessary plans of action.
• Analyze the results of the sales in-depth to jointly develop new ways to optimize the performance of the accounts.
• Support merchants to develop their e-commerce and omnichannel strategies.
• Gather cross-functional inputs to determine company-wide opportunity values.
• Work with internal teams to advocate for merchants' needs and requests.
• Demonstrate an in-depth understanding of industry trends.

Experience & Skills:

• Customer success, account management, Amazon &/or Noon, or the like experience is a must.
• You should be merchant-focused in all that you do.
  
• Experience working with multiple stakeholders. Relationship management is your secret weapon.
• Understanding of eCommerce best practices. You'll be their main point of contact for all big-picture support.
• Knowledge of the eCommerce ecosystem. There are many moving parts, and you need to see how they fit together.
• Great with Excel and data analysis - you have performed business analyses with e-commerce data, and have presented your results as a catalyst for business change/strategic-level decisions.
• Passionate about working with clients to help drive meaningful business results.
• Obsessed with problem-solving, and challenges don't scare you - you appreciate being stretched to think creatively and execute in new areas.
• A self-starter with a positive attitude and flawless work ethic - you're highly motivated, do not need micro-management to set and achieve relevant, aggressive goals, and enjoy fast-changing environments.
• Able to advocate on behalf of clients - you can work across departments such as Product,
• Sales and Engineering to drive appropriate change to help clients get the most of a tool.
• Someone who handles adversity with poise and polish - you are able to turn a situation around to make a client feel heard and well-positioned for success.
• Someone who enjoys engaging a wide audience, making everyone feel heard and understood.
• Able to communicate technical concepts to non-technical people.

Requirements:

• 5+ years of customer-facing work experience Amazon &/or Noon, or the like experience is a must.
• Exemplary written and verbal (face to face and phone/screen share) communication skills.
• Track record of delivering high-quality outputs consistently under pressure. You thrive in a high-pressure, fast-paced environment.
• BA / BS degree from an accredited university.