【JPSGMO0301】Head of Merchant Success (Locate in Japan)

【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 commerce.

【What you will be doing】
- Leading & build the Merchant Success Team
- Design and apply the protocol to provide excellent onboarding experience for new clients
- Maintain growth of assigned clients and develop effective client retention strategies
- Manage a team of merchant success staff to deliver quality customer services support
- Build up the account management team and sustain solid business relationships with key accounts and with people at all levels
- Collect feedback on SHOPLINE’s core product from accounts, while understanding the reasons and use cases of every feedback
- Liaise with internal departments on product promotion/marketing activities
- Lead and perform ad-hoc projects as assigned by the Management
- Answer incoming questions via live chat, email and phone calls, handle customer enquiries
- Be a strong advocate for our brand and product, interact and build a community of loyal customers

【Who we are looking for】
- Degree Holder or equivalent
- At least 8 years of Customer Service/Account Management experiences, with minimum 4 years experiences in management role
- Knowledge of e-commerce and startup culture
- 100% customer-focused attitude
- Self-starter and good team player
- Excellent internal/external communication skills
- Demonstrate excellent business judgment
- Comfortable with uncertainty and situations where there is no “right answer”
- Strong ability to think in others’ point of view
- Courageous to stand out and speak out for your thoughts
- Strong time management and expectation management skills
- Fluent in Mandarin & Japanese both in verbal and written, English is a plus

【It'd be plus if you have】
- E-commerce marketing experiences
- Hands on experiences with marketing tools like: Google Analytics/Facebook Pixel,
AdWords, etc
- Project and account management skills
- Sales skills and mindset
- Experience in any customer facing role or at E-commerce platforms is preferred
- Adapt to CRM tools i.e. Salesforce, Intercom and Zendesk
- Immediate available is preferred