Merchant Success Manager (eCommerce)

AddWorth; City of Melbourne; Hybrid; AUD 90,000 - 110,000; Full time

Job summary

A global ecommerce platform in Melbourne is seeking a Customer Success Manager to lead a portfolio of key merchant accounts. This hybrid role requires expertise in account management and the eCommerce industry. You will engage with various stakeholders, including C-suite, to ensure customer satisfaction and retention. The position offers a competitive salary of $100k plus superannuation, a $15k bonus, and RSUs. Candidates must have full working rights in Australia and may require travel.

Qualifications

• Background in account management or customer success roles.
• Experience in the eCommerce sector.
• Strong understanding of the Australian retail landscape.

Responsibilities

• Act as the main point of contact for 10-15 merchant accounts.
• Make data-based recommendations to optimize returns for clients.
• Ensure customer retention by managing contract renewals.

Skills

Account management

Customer success

eCommerce experience

Data-driven decision making

Job description

• Are you an experienced, customer focused Account Manager?
• Do you have experience in the eCommerce or Digital Product space?
• Are you data-focused in your decision-making?

If you answered 'YES' to all three, we would love to hear from you!

A NASDAQ listed, global Ecommerce platform, is searching for a new Customer Success Manager to join the team. Reporting to the APAC Lead, you will be responsible for leading and managing some of the business' most popular merchants and fashion brands, and ensuring their continued success.

What you'll be doing day-to-day:

• Main point of contact across your portfolio of accounts (10-15 merchants)
• Making data-backed recommendations to ensure your clients are getting a strong return on their investment
• Customer retention - ensuring merchants are re-signing contracts
• Performance analysis - regular presenting to customers
• Cross-sell/ up-sell of the business' products
• Working closely with internal teams, from Sales and Customer Support through to Tech and Product.

What you'll need to get the role:

• A background in account management/ customer/ merchant success role(s)
• Experience working in the eCommerce space
• A strong understanding of the eCommerce/ retailer landscape in the Australian market
• A solution focused approach to managing customer accounts
• A data-driven approach to your decision-making and ability to tell a 'story'
• Solid experience with onboarding and customer retention
• Ability to present to a wide variety of stakeholders right up to C-suite

Salary: $100k + super + $15k bonus + RSU's (shares)

NB: this will be a hybrid role - three days in the office, two from home. Full working rights in Australia will be required. Some interstate and international travel may be required.

PLEASE NOTE: only those with full working rights in Australia will be considered for the role.