Merchant Success Manager

Salla E-Commerce Platform; Saudi Arabia; On-site; SAR 30,000 - 70,000; Full time

Job summary

Join a dynamic e-commerce platform that empowers merchants to thrive in a competitive market. As an Account Manager, you'll play a crucial role in nurturing relationships and driving growth for our merchants. You'll coach them on goal development, provide tailored recommendations, and collaborate with cross-functional teams to enhance customer experiences. This role offers an exciting opportunity to impact the e-commerce landscape while working in a supportive and innovative environment. If you're passionate about helping businesses succeed and thrive, this position is perfect for you.

Qualifications

• 2+ years of experience in Account Management within e-commerce or SaaS.
• Strong communication and negotiation skills are essential.

Responsibilities

• Manage relationships and performance for merchants.
• Coach merchants on business growth and goal development.
• Collaborate with sales, product, and engineering teams.

Skills

Account Management

Communication Skills

Negotiation Skills

Problem-solving Skills

Customer Relationship Management (CRM)

Education

Bachelor's degree in Business Administration

Bachelor's degree in Computer Science

Bachelor's degree in IT

Job description

Job Responsibilities

1. Managing end-to-end relationships and performance for our merchants.
2. Coaching merchants to grow their business by partnering on goal development and providing tailored, structured recommendations to achieve those goals.
3. Managing the successful handling of new clients, maintaining existing customers, negotiating renewals and upsell conversations, and proactively mitigating churn. Also, improving processes for merchant onboarding, growth, and management.
4. Meeting regularly with clients to establish strong relationships and encourage their adoption and engagement with Salla.
5. Collaborating closely with sales, product, and engineering teams to share customer feedback, enhance customer experiences, and contribute to a customer-centric culture at Salla.
6. Identifying areas for improvement, including opportunities for product adoption and implementing new Salla features, and recommending ways to utilize Salla's solutions effectively.
7. Keeping project timelines updated, monitoring deadlines weekly, and making necessary adjustments.
8. Scheduling resources (design, development, consulting) and managing resource relationships efficiently.
9. Contributing to continuous improvement of processes, practices, work efficiency, and productivity.
10. Working cross-functionally with business, operations, marketing, product, and tech teams.
11. Performing additional tasks as required by projects or job responsibilities.

Requirements

• Bachelor's degree in Business Administration, MIS, Computer Science, IT, or a related field.
• At least 2 years of experience in Account Management within an e-commerce or SaaS company.
• Strong communication and negotiation skills.
• Experience with Customer Relationship Management (CRM).
• Up-to-date understanding of new technologies.
• Problem-solving skills to resolve customer complaints or needs effectively.