Responsibilities
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
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Fulfilled by TikTok (FBT) is seeking an experienced Merchant Success Manager (MSM) to play a crucial role in enhancing merchant satisfaction and success within our platform. As an MSM, you will manage a cohort of merchants on TikTok Shop who are part of the FBT program, serving as their strategic partner, and developing customized plans and strategies to elevate their experience with FBT. This role is an incredible opportunity to deeply understand merchants' businesses, providing consultative services and fostering long-term success.
A successful candidate will be able to apply scalable account management strategies that ensure our merchants feel supported and are encouraged to use the full scope and potential of features they have access to as part of the FBT program.
Responsibilities:
- Merchant Relationship Management: Efficiently manage an assigned cohort of merchants, providing dedicated support and acting as the main point of contact to manage merchant expectations and needs.
- Performance Analysis & Strategic Planning: Develop and implement tailored strategies for your accounts, ensuring their unique needs and goals are met.
- Feedback and Innovation Loop: Utilize a systematic approach for gathering and analyzing merchant feedback, translating insights into innovative service enhancements and platform features.
- FBT Service Growth: Contribute to quarterly and annual targets for retention, growth and merchant health within the FBT program.
Qualifications
- Bachelor's Degree
- 3-5+ years of experience in Customer Success, Account Management, Retail Purchasing, Planning, or Merchandising, preferably in e-commerce or tech industries.
- Proven track record of managing client portfolios and developing strategic plans.
- Strong analytical skills with experience in inventory management and forecasting.
- Excellent communication, leadership, and relationship-building skills.
- Proficient in CRM systems and data analysis tools.
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at ecommerce.accommodations@tiktok.com
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $80466 - $148000 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees:
We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.
Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.
We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.