Customer Success Manager, SEA

About Shopify

Opportunity is not evenly distributed. Shopify puts independence within reach for anyone with a dream to start a business. Since 2006, we’ve grown to over 10,000 employees and generated over $496 billion in sales for millions of merchants in 175 countries.

This is life-defining work that directly impacts people’s lives as much as it transforms your own. This is putting the power of the few in the hands of the many, is a future with more voices rather than fewer, and is creating more choices instead of an elite option.

About The Role

The responsibilities include:

• Supporting the development of strategic merchant partnerships and building a loyal base that actively advocates for Shopify Plus.
• 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 utilise Shopify’s solutions.
• Connect merchants with top Shopify Partners for custom design and development projects.
• Partner with internal Shopify teams to advocate for merchants’ regional needs and requests.
• Demonstrate an in-depth understanding of industry trends.
  
  

Qualifications

Requirements for the role:

• At least 2-3 years proven experience in SaaS account management in both Southeast Asia and the broader Asia Pacific region.
• A solid understanding of domestic marketplaces, import/export practises and commerce expectations in the region.
• Strong business acumen and experience providing strategic advice to customers throughout Asia.
• Exceptional ability to develop and maintain relationships with a wide range of personalities, levels, and role capacities.
• Experience providing customer value and driving retention; they should be merchant-focused in all that they do.
• Experience or training in managing small to mid sized projects; working with 35-45+ merchants and their big picture strategy.
• Experience, training, or exposure to programming languages, custom apps, APIs, etc.; 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 working with direct to consumer brands and omnichannel commerce
• Strong organizational, operational and project management skills.
• Technical aptitude – quick to develop a deep understanding of new software.
• Adept at navigating large complex organisations, matrixed decision-making, working with multiple stakeholders both internally and externally and across global time zones.
• Proven ability to analyse 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.
• Proficient verbal and written in Mandarin is a plus