Implementation Specialist, Merchant Success

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 consultant 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
• Ensuring a fast, easy and satisfying on-boarding experience for our new merchants using SHOPLINE; meeting monthly on-boarding goals
• Acting as a primary point of contact for merchants through their on-boarding, leveraging
• SHOPLINE support and other teams to provide the best merchant experience at scale
• Scoping out merchant requirements and recommending SHOPLINE solutions
• Leading training sessions and webinars with SHOPLINE merchants
• Following up with merchants during the early weeks after their launch
• Becoming a subject matter expert on the ever-evolving SOPLINE platform and ecosystem
• Creating and managing training resources for merchants
• Providing 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 mind set and understanding of customer needs
• Strong communication skills and a flair for convincing and presenting an argument
• Demonstrates integrity and focuses 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
• Computer literate

It’d be plus if you have:

• Direct E-commerce/ Marketplace(s) account management experience
• Hands on experiences with marketing tools like: Google Analytics/Facebook Pixel, AdWords, etc
• Experiences with CRM tools i.e. Salesforce, Intercom and Zendesk
• Immediate availability is preferred