TikTok Commerce - Customer Solution Manager

$103,200 - $290,160/Yr

Tiktok - New York, NY

Full-time - Mid Level

New York, NY

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

TikTok is the leading destination for short-form mobile video, and our mission is to inspire creativity and bring joy. 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, Order Management Systems (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. As a Customer Solution Manager, you will be the trusted technical advisor to merchants, guiding them through the discovery, design, and implementation phases to integrate their e-commerce systems with the TikTok platform. You will provide expert advice based on industry best practices, integration patterns, and product knowledge of the TikTok platform and target platforms such as Salesforce Commerce Cloud, Shopify, and Netsuite. Your role will also involve aligning merchants, technology partners, and system integrators to ensure successful integrations while adhering to integration standards, policies, and governance. Collaboration is key in this position, as you will work closely with clients, technical support, and engineering teams to diagnose and resolve customer issues. Additionally, you will gather learnings and market feedback to provide insights that will guide the product roadmap and help scale best practices for long-term success. This position is crucial in ensuring that TikTok continues to inspire creativity and bring joy to its users by facilitating seamless e-commerce experiences.

Responsibilities

• Partner with account management in pre-sales and onboarding strategic merchants in collaboration with product and operation stakeholders.
• Act as a trusted technical advisor to merchants, guiding them 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 platforms such as Salesforce Commerce Cloud, Shopify, and Netsuite.
• Align merchants, technology partners, and system integrators to implement successful integrations at macro and micro design phases, ensuring 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 to provide market insight that guides the product roadmap and scales best practices for long-term success.

Requirements

• 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, Shopify, Netsuite, or other OMS platforms. Experience with REST-ful and SOAP APIs is a plus.
• Exceptional communication and presentation skills with the ability to present and influence effectively at all levels of the organization, including engineers, executives, and C-level.
• Strong grasp of the e-commerce ecosystem and architecture, with expert-level knowledge of system integration.
• Aptitude for analyzing technical concepts and translating them into business terms, as well as mapping business requirements into technical features.
• Exceptional attention to detail and organization.

Benefits

• 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents, and a Health Savings Account (HSA) with a company match.
• Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life, and AD&D insurance plans.
• Flexible Spending Account (FSA) options for Health Care, Limited Purpose, and Dependent Care.
• 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year.
• 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.
• Mental and emotional health benefits through EAP and Lyra.
• 401K company match, gym, and cellphone service reimbursements.