Merchant Success Associate, Growth

SHOPLINE; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

SHOPLINE is Asia’s largest smart commerce platform. We’re seeking an Account Manager to own relationships with key merchants, drive GMV growth, and promote the adoption of SHOPLINE’s payments and logistics solutions.

You will understand merchant goals, collaborate with product and partners, coach merchants to scale their business, and thrive in a fast-paced, entrepreneurial environment.

Qualifications

• 1–3 years of relevant work experience in e-commerce or client-facing/account management roles.
• Excellent verbal and written communication skills with attention to detail.
• Ability to work effectively in a fast-paced, ambiguous environment and adapt strategies quickly.
• Merchant-obsessed mindset and entrepreneurial attitude.

Responsibilities

• Be the generalist across SHOPLINE platform and ecosystem: eCommerce, Social Commerce, POS, payments, logistics, and more.
• Lead, build, and execute account-level strategies to drive GMV growth for your accounts.
• Drive adoption of SHOPLINE tech (Shopline Payments, Shopline Logistics, etc.) among key accounts.
• Understand the merchant goals and collaborate with product/partners to set up for success.
• Build strong relationships with merchants and coach them to grow their business with tailored recommendations.
• Identify opportunities for product adoption and feature usage to improve merchant outcomes.
• Collaborate with SHOPLINE Support for technical issue resolution and merchant success.

Skills

Account management

E-commerce knowledge

Communication

Relationship building

Tools

CRM software

Job description

SHOPLINE is Asia’s largest smart commerce platform. With our customers in mind, we strive to deliver scalable commerce solutions to merchants of all sizes. We’re a full-featured platform with services including online store opening, O2O solution, retail POS systems, advertising placement, business strategy consultation, marketing, and more to empower merchants to succeed in omnichannel retailing and cross-border commerce.

What You’ll Be Doing:

• Be the generalist across the expanding SHOPLINE platform and ecosystem: eCommerce, Social Commerce, POS, Payments, Logistics, Solutions Ecosystem, and more.
• Lead, build, and execute account level strategies to drive GMV growth for your accounts.
• Adoption of Shopline tech (Shopline Payments, Shopline Logistics, etc) among your key accounts.
• Understanding the merchant, their vision and business as well as their goals and expectations for SHOPLINE.
• Collaborate with product and partners to help merchants set up for success.
• Helping to build strong relationships with merchants and their teams.
• Coaching merchants to grow their business by partnering with them on goal development, and providing tailored and structured recommendations to achieve those goals.
• Identifying areas for improvement, including opportunities for product adoption and implementing new features; recommending ways to best utilise SHOPLINE’s solutions.
• Working on technical issues with SHOPLINE's Support teams.
• Demonstrating an in-depth understanding of industry trends and how they could apply to the merchants you work with.

Who We Are Looking For:

• 1-3 years of relevant work experience in e-commerce or client-facing/account management roles.
• Understanding of e-commerce best practices/ ecosystem.
• Excellent verbal and written communication skills, and a relentless attention to detail.
• Ability to work effectively in a fast-paced ambiguous environment, and willingness to test and iterate different engagement and growth methods.
• Value driven and merchant obsessed mindset. We grow progressively with our merchant's success and push boundaries to overcome challenges with our merchants.
• Agile mindset, to manage expectations and prioritise deliverables.
• Entrepreneurial and passionate attitude. We are passionate about our merchant's business, as much as our own.