Merchant Success Manager

Company Description
Shopify is a leading global commerce company, providing trusted tools to start, grow, market, and manage a retail business of any size. Shopify makes commerce better for everyone with a platform and services that are engineered for reliability, while delivering a better shopping experience for consumers everywhere. Shopify powers millions of businesses in more than 175 countries and is trusted by brands such as Allbirds, Gymshark, PepsiCo, Staples, and many more.

**Job Description**:
Our Merchant Success team acts as strategic advisors for all our high-growth, high-volume Shopify merchants. As a Merchant Success Manager, you are so much more than a traditional Account Manager. It will be essential that you are passionate about the success of our merchants, and that you leverage your role to help our merchants be successful. You will do this through developing strong relationships with your merchants, and providing them with recommendations on how to build and implement the right tactics to move their business forward. You will also have the exciting opportunity to assist in helping grow the Shopify Merchant Success approach in Italy, United Kingdom & Ireland, DACH region or France as well as being an advocate for the overall objective of increasing awareness for Shopify in the corresponding region.
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This is a remote position available within EMEA.**
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Full-professional proficiency in English and one or more of the following (Italian, German, French) is required.**

**Your responsibilities will include**:

- Serve as cross-functional leader across Shopify - to ensure a unified, seamless merchant experience.
- Coach merchants to grow their business by partnering with them on goal development, and providing tailored and structured recommendations to achieve those goals.
- Identify areas for improvement, including opportunities for product adoption and implementing new Shopify features; recommending ways to best utilize Shopify’s solutions.
- Connect merchants with top Shopify Partners for custom design and development projects.
- Partner with internal Shopify teams to advocate for merchants’ needs and requests.
- Demonstrate an in-depth understanding of industry trends.

**Qualifications**:

- Proven experience in SaaS account management in Italy, United Kingdom & Ireland, DACH region or France
- 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.
- Strong business acumen and experience providing strategic advice to customers
- Exceptional ability to develop and maintain relationships with wide range of personalities, levels, and role capacities
- Experience providing customer value and driving retention; you should be merchant-focused in all that you do.
- Experience or training in digital marketing (paid advertising, social media, SEO etc); you know the tactics that will drive results.
- Technical aptitude - quick to develop a deep understanding of new software
- Proven ability to analyze complex situations and drive goals & action plans to lead merchants to achieve their key objectives
- Demonstrate a high-degree of customer-centric thinking, behaviour and track record and experience working cross-functionally between sales, engineering, and support teams
- Full-professional proficiency in English and one or more of the following (Italian, German, French) is required.

**It would be great if you also had experience**:

- On the Shopify platform
- Working fully remote
- Strong organizational, operational and project management skills
- 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
- Adept at navigating large complex organizations, matrixed decision-making, working with multiple stakeholders both internally and externally and across global time zones

Additional Information**
Please attach your CV in English.**

Closing date**:Tuesday, March 8th at 11:59PM CET**.

**_- 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._