Customer Solutions Manager - TikTok Shop

TikTok; Greater London; On-site; GBP 75,000 - 110,000; Full time

Job summary

TikTok is seeking a Customer Solution Manager to guide our Product team in delivering merchant e‑commerce integrations. You will partner with Product, Account Management and cross-functional teams to enable connections between catalog, OMS and fulfillment systems.

You will advise on integration patterns, APIs and best practices, coordinating with technology partners and system integrators to execute scalable solutions across time zones.

Qualifications

• 3+ years in technical account management or similar roles for large enterprises.
• Hands-on experience with OMS platforms like Salesforce Commerce Cloud, Shopify or Netsuite.
• Excellent communication and presentation skills across all levels, including executives.
• Strong understanding of ecommerce integration architectures and patterns.
• Aptitude to translate business needs into technical features.
• Excellent attention to detail and organization.

Responsibilities

• Partner with account management in pre-sales and onboarding strategic merchants.
• Act as trusted technical advisor to merchants for discovery, design and integration.
• Provide expert guidance on integration patterns and platform knowledge.
• Align merchants, partners, and integrators to implement integrations and governance.
• Collaborate with clients, support and engineering on issue diagnosis and resolution.
• Gather market learnings to guide product roadmap and scale best practices.
• Manage multiple stakeholders across time zones and run API calls via Postman.

Skills

Technical account management

Pre-sales engineering

Solution architecture

Customer success management

Communication skills

E-commerce integration

Tools

Salesforce Commerce Cloud

Shopify

Netsuite

API tooling

Job description

Responsibilities

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.

• 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.

Qualifications

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.

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

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.