SHOPLINE | Implementation Specialist, Merchant Success
3 days ago
About the role:
As an Implementation Specialist, you specialise in onboarding and implementing merchants’ business needs onto SHOPLINE. You will work with them to ensure they have a clear plan and timeline for their launch. You are the dedicated partner, working directly with merchants and partners to provide resources and guidance to help them successfully launch with SHOPLINE. SHOPLINE is committed to the success of our merchants and that means helping them to set up smoothly for long term success. You will be their dedicated guidance on how to leverage SHOPLINE and consult on the best business practices.
What Will You Do:
Own and manage the merchant onboarding process from merchant commitment stage through to store launch.
Lead merchant onboarding and API integration process, troubleshoot and resolve gateway integration errors across platforms.
Ensure a fast, easy and satisfying onboarding experience for our new merchants using SHOPLINE; meeting monthly onboarding goals.
Act as a primary point of contact for merchants through their onboarding, leveraging SHOPLINE support and other teams to provide the best merchant experience at scale.
Scope out merchant requirements and recommend SHOPLINE solutions.
Lead training sessions and webinars with SHOPLINE merchants.
Follow up with merchants during the early weeks after their launch.
Become a subject matter expert on the ever-evolving SHOPLINE platform and ecosystem.
Create and manage training resources for merchants.
Provide input into product priorities and marketing campaigns.
Who we’re looking for:
Diploma or Bachelor’s Degree in any field.
Possess at least 1 year of experience, preferably in Customer Service Role, Client Support or Customer Relationship.
Fresh graduates are welcomed to apply.
Knowledge in Website/Ecommerce will be an added advantage.
A creative and critical mindset and understanding of customer needs.
Strong communication skills and a flair for convincing and presenting an argument.
Demonstrate integrity and focus on great customer experience.
The ability to work in an organised and structured manner and excellent time management skills.
Ability to function well in a high-paced and at times stressful environment.
Excellent attention to detail and energetic.
It’d be a plus if you have:
Hands-on experiences with marketing tools like Google Analytics, Facebook Pixel, AdWords, etc.
Experiences with CRM tools i.e. Salesforce, Intercom, and Zendesk.
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