Customer Solutions Manager - TikTok Shop

Description

About the team:
We are looking for a Customer Solution Manager to join our Product team. This role will guide our Product, Account Management and Cross-functional teams to deliver merchant and partner e-Commerce integrations. You will be responsible for providing knowledge, advocacy and tactical solutions to enable merchants to connect their catalog, OMS and fulfillment systems. In addition, you will use your learnings and insights to partner with product management and development teams to optimize product platforms, create efficiency and scale success.

Responsibilities:
- Responsible for partnering with account management in pre-sales and onboarding strategic merchants in collaboration with product and operation stakeholders.
- Be the trusted technical advisor to merchants. Guide merchants in discovery, design and implementation to integrate e-Commerce systems with the TikTok platform.
- Provide expert advice based on industry best practices, integration patterns and product knowledge of the TikTok platform and target platform, such as Salesforce Commerce Cloud, Shopify, Netsuite, API, etc.
- Align merchants, 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.
- Comfortable managing multiple stakeholders and working across different timezones.
- Comfortable running API calls on Postman and debugging seller requests.

Requirements

Minimum Qualification(s):
- 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, executives and C-level.
- Strong grasp of e-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 Qualification(s):
- Experience with RESTful and SOAP APIs is a plus.