TikTok Shop - Customer Success Manager, Apps and API

About the role

This Customer Success Manager will be responsible for partnering with external clients such as ISVs and merchants, to better improve their experience in working with TikTok Shop. They will be responsible for understanding the TikTok Shop platform ecosystem, and continue to design integration solutions for varying business scenarios.

Responsibilities

• About
• Responsible for partnering with account management in onboarding strategic partners in collaboration with product and operation stakeholders.
• Be the trusted technical advisor to partners. Guide partners in discovery, design and implementation to integrate systems with the platform.
• Provide expert advice based on industry best practices, integration patterns and product knowledge of the platform and target platform.
• Align partners, technology partners, and system integrators to implement successful integrations at macro and micro design phases. Ensures adherence to integration standards, policies and governance.
• Collaborate with clients, technical support and engineering teams in customer issue diagnosis and resolution.
• Gather learnings and market feedback. Provide market insight to guide product roadmap. Scale best practices to achieve long-term success.
• Fluent in English reading and writing, excellent reading and writing communication skills in Portuguese.

Requirements

• 3+ years of experience with technical account management, pre-sales engineering, solution architecture, customer success management or other technical sales roles for large enterprises.
• Hands on experience with Salesforce Commerce Cloud or Shopify or Netsuite or other OMS platforms.
• Exceptional communication and presentation skills with demonstrated ability to present and influence effectively at all levels of the organization, including engineers, executive and C-level.
• Strong grasp of commerce ecosystem and architecture. Expert level knowledge of system integration. Familiar with integration patterns, best practices, prevalent integration products and technology stacks.
• Aptitude for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.
• Exceptional attention to detail and organization.
• Love content and enjoy shopping.
• Experience in e-commerce merchandising platforms, seller onboarding tools, or buyer-seller matchmaking systems.
• Experience with REST-ful, SOAP APIs a plus.

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