TikTok Shop - Customer Success Manager, Strategic Accounts

$100,320 - $245,024/Yr

Tiktok - Seattle, WA

Full-time - Mid Level

Seattle, WA

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. As a Customer Success Manager for Strategic Accounts, you will play a pivotal role in building and nurturing strategic commerce partnerships between TikTok and top-tier brands. This position is essential in ensuring that our partners can effectively leverage the TikTok platform to enhance their commerce strategies and deliver exceptional customer experiences. In this role, you will collaborate closely with the TikTok Open Platform and custom integration teams to empower strategic brands and ecosystem partners. Your focus will be on developing partnership strategies, account plans, and custom solutions that align with the needs of our partners. You will engage with these partners to understand their current and future needs, designing and promoting TikTok commerce solutions that drive success on our platform. You will also be responsible for developing product integration solutions and roadmaps, providing expert advice based on industry best practices, and guiding brands and technology partners through successful integrations. Additionally, you will work with the technical support team to diagnose and resolve customer issues, ensuring that our partners receive the education and support they need to maximize their use of TikTok's commerce capabilities.

Responsibilities

• Partner with business development team and strategic account team to develop partnership strategy, account plans, product integration and custom solutions strategy.
• Work closely with our strategic partners and strategic brands to identify their current and future needs.
• Design and evangelize TikTok commerce solutions to enable sellers' success on TikTok platform.
• Be the trusted advisor to our strategic partners and strategic brands.
• Develop product integration solutions and roadmaps.
• Provide expert advice based on industry best practices, integration patterns and product knowledge of the TikTok platform.
• Guide brands, technology partners, and system integrators toward successful integration.
• Collaborate with technical support team in customer issue diagnosis and resolution.
• Provide customer product education training support.

Requirements

• Minimum 5 years of product management experience in the Commerce industry.
• In-depth understanding of Commerce product architecture and open API platforms.
• Familiar with integration patterns, best practices, prevalent integration products and technology stacks.
• Experience with technical consulting and/or architecture design for large-scale Commerce companies is a plus.
• Experience in complex systems integration across different Commerce product domains.
• Ability to both think big and dive deep.
• Strong bias for action to deliver solid business results.
• Strong communication skills, cross functional collaboration skills, project management skill, and partner and strategic account relationship management skills.
• A growth mindset with strong commitment to continuous learning and improvement.
• Bachelor's degree is required. Commerce technical background is a plus.

Benefits

• 100% premium coverage for employee medical insurance
• Approximately 75% premium coverage for dependents
• Health Savings Account (HSA) with company match
• Dental insurance
• Vision insurance
• Short/Long term Disability insurance
• Basic Life insurance
• Voluntary Life and AD&D insurance plans
• Flexible Spending Account (FSA) Options
• 10 paid holidays per year
• 17 days of Paid Personal Time Off (PPTO)
• 10 paid sick days per year
• 12 weeks of paid Parental leave
• 8 weeks of paid Supplemental Disability
• Mental and emotional health benefits through EAP and Lyra
• 401K company match
• Gym reimbursement
• Cellphone service reimbursement