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Customer Success Manager, GCR

  • Asia
  • Sales and Account Management

About Shopify

Opportunity is not evenly distributed. Shopify puts independence within reach for anyone with a dream to start a business. We propel entrepreneurs and enterprises to scale the heights of their potential. Since 2006, we’ve grown to 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 you

Moving at our pace brings a lot of change, complexity, and ambiguity—and a little bit of chaos. Shopifolk thrive on that and are comfortable being uncomfortable. That means Shopify is not the right place for everyone.

Before you apply, consider if you can:
  • Care deeply about what you do and about making commerce better for everyone
  • Excel by seeking professional and personal hypergrowth
  • Keep up with an unrelenting pace (the week, not the quarter)
  • Be resilient and resourceful in face of ambiguity and thrive on (rather than endure) change
  • Bring critical thought and opinion
  • 拥抱差异和disagreement to get shit done and move forward
  • Work digital-first for your daily work

About the role

Your responsibilities will include:

  • Engage, manage, retain and grow an assigned book of business
  • Contribute to quarterly and annual targets for retention, growth and merchant health
  • Analyze your merchant’s business needs, identify strategic partnership opportunities, and develop strategies to ensure growth, satisfaction, and retention
  • 准备、管理和交付在商人的关键ney milestones, including business reviews and/or executive business reviews, ensuring that success plans are in place and on track
  • Build and cultivate strong relationships with stakeholders within your book of business with a strong understanding of how to think through stakeholder/relationship mapping.
  • Triage and deliver impactful resolutions for merchant initiatives while maintaining strong merchant relationships
  • Assess risk, report and solution upon any pain points affecting the overall health and retention risk related to your book of business
  • Collaborate with other Shopify teams to recommend, plan, and coordinate, ensuring the merchant receives the best possible experience across Shopify
  • Keep senior managers informed of any issues affecting the overall health and retention risk related to your merchants
  • Identify trends across your merchant base looking for common needs and interests in order to share information with Shopify Product and Support teams
  • Identify areas of improvement and make recommendations based on data, analytics and best practices.

Qualifications

  • Proficient verbal and written Mandarin is required to support GCR Merchants
  • Minimum 3 years experience managing multiple large / enterprise / fortune 500 type level companies internationally
  • Strong business acumen and experience in providing strategic guidance to customers
  • Strong technical aptitude and proven experience in working with and advising on technical products and integrations
  • 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
  • Demonstrated stakeholder management across all levels of the organisation, from C-Suite through to individual contributors
  • Knowledge and experience of developing stakeholder engagement map at a merchant level
  • Proven communication skills with the ability to set expectations and manage difficult conversations and effective storytelling of merchant successes
  • Demonstrate a high-degree of customer-centric thinking, behaviour and track record of experience working cross-functionally between sales and support teams
  • Proven ability to analyse complex situations and data points and develop actionable and strategic insights and tangible plans to lead a cross functional team towards key objectives
  • Experience developing big picture strategy
  • Strong time and project management skills with the ability to assess and prioritise tasks and critical deadlines
  • Excellent collaborator and problem solver
  • Experience providing customer value and driving retention; you should be customer-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
  • Experience with Salesforce, Google Suite, Mode and other tools is a plus.
  • Occasional travel is expected for this role for an identified portion of your merchant portfolio.

At Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone. We strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities

We hire people, not resumes. If you think you’re right for the role, apply now.