TikTok Shop - Customer Success Manager

$121,600 - $232,644/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, you will play a pivotal role in collaborating with our Product, Account Management, and various cross-functional teams to help merchants and partners architect and implement innovative commerce solutions that integrate seamlessly with TikTok's platform. Your primary responsibility will be to provide advocacy and strategic solutions that empower merchants to design effective solutions, plan their roadmaps, and ensure their business success. In this role, you will be the trusted advisor to key account merchants, guiding them in designing architectural solutions that integrate their internal systems with the TikTok platform. You will leverage your expertise in industry best practices and integration patterns to streamline commerce operations. Additionally, you will collaborate with the technical support team to diagnose and resolve customer issues, ensuring a smooth experience for our merchants. Your insights and learnings will be invaluable as you partner with product management and development teams to optimize the product platform, create efficiencies, and scale success across the board. At TikTok, we believe that every challenge is an opportunity for learning, innovation, and growth. We are committed to creating an inclusive environment where every team member is valued for their unique skills and perspectives. Join us in our mission to inspire creativity and bring joy to our global community.

Responsibilities

• Design and execute strategy for onboarding strategic merchants in collaboration with Product and Business Development stakeholders.
• Act as a trusted advisor to key account merchants, helping them design architectural solutions to integrate their internal systems with the TikTok platform.
• Provide expert advice based on industry best practices, integration patterns, and product knowledge of the TikTok platform.
• Guide merchants, technology partners, and system integrators toward successful integration.
• Collaborate with the technical support team in diagnosing and resolving customer issues.
• Gather learnings and market feedback to provide insights that guide the product roadmap.
• Scale best practices to achieve long-term success.

Requirements

• 4-5 years of experience in technical account management, customer success, solution architecture, or relevant functions serving large enterprises.
• Strong grasp of the commerce ecosystem and architecture, with expert-level knowledge of system integration.
• Familiarity with integration patterns, best practices, and prevalent integration products and technology stacks.
• Hands-on experience with REST-ful, SOAP, and other styles of integration.
• Experience working with cross-functional teams to develop roadmaps and support process improvements.
• Strong communication skills, with the ability to work with internal and external senior stakeholders.

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, Voluntary Life, and AD&D insurance plans
• Flexible Spending Account (FSA) options for healthcare and dependent care
• 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 and cellphone service reimbursements