Senior Associate, Merchant Success – Hanoi, Vietnam

Senior Associate, Merchant Success – Hanoi, Vietnam

Job title: Senior Associate, Merchant Success – Hanoi, Vietnam

Company: SHOPLINE

Job description: Position: Merchant Success Associate, SHOPLINE HANOI, VIETNAM

About Shopline:

SHOPLINE is Asia’s largest smart commerce platform. With our customers in mind, we strive to deliver scalable commerce solutions to merchants of all sizes. We’re a full-featured platform with services including online store opening, O2O solution, retail POS systems, advertising placement, business strategy consultation, marketing, and more to empower merchants to succeed in omnichannel retailing and cross-border commerce.

What You Will Be Doing:

  • Own and drive deep engagement, value and services for Shopline merchants
  • Design and apply protocol to provide excellent onboarding experience for new merchants
  • Renew and retain merchants, meeting or exceeding targets
  • Engage in regular business reviews to promote adoption and increase growth
  • Drive rapid resolution for issues/escalations and maintain high CSAT and NPS scores
  • Support the development of strategic merchant partnerships and build a loyal base that actively advocates for Shopline
  • Serve as cross-functional leader across Shopline – to ensure a unified, seamless merchant experience
  • Identify areas of improvement and make recommendations based on data, analytics and best practices
  • Lead and perform ad-hoc projects as assigned by the Management
  • Answer incoming questions via live chat, email and phone calls, handle customer enquiries
  • Prepare and present a workshop event for our merchants

Who We Are Looking For :

  • Degree Holder or equivalent
  • 1-3 years of Merchant Success/SaaS/Account Management experiences
  • Knowledge of e-commerce and startup culture
  • Strong business acumen and experience providing strategic advice to customers
  • Strong time management and expectation management skills
  • Exceptional ability to develop and maintain relationships with wide range of personalities
  • Strong organizational and project management skills
  • Ability to handle multiple tasks under pressure
  • Self-starter and good team player
  • Technical aptitude – quick to develop a deep understanding of new software
  • Demonstrate a high-degree of customer-centric thinking, behaviour
  • Track record and experience working cross-functionally between sales and support teams
  • Fluent in English and Vietnamese.

It’d Be Plus If You Have:

  • E-commerce marketing experiences
  • Hands on experiences with marketing tools like: Google Analytics/Facebook Pixel, AdWords, etc
  • Experience in any customer facing role or at E-commerce platforms is preferred
  • Experiences with CRM tools i.e. Salesforce, Intercom and Zendesk
  • Immediate available is preferred

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Expected salary:

Location: Hà Nội

Job date: Sat, 29 May 2021 05:38:31 GMT

Apply for the job now!

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