TikTok Shop - Customer Success Manager, Apps and API
Responsibilities
About
The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We aim to bring discovery, inspiration, and joy back to shopping by making TikTok the commerce channel of choice for merchants, creators, and affiliates.With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We are looking for passionate and talented people to join our product and operations team, to build an e-commerce ecosystem that is innovative, secure and intuitive for our users and brands.
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About the team
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
- 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.
Qualifications
Minimum Qualifications
- 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.
Preferred Qualifications
- 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.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
Hear directly from employees about what it is like to work at TikTok.