Merchant Success Manager

●Managing end-to-end relationships and performance for our merchants.

● Coach merchants to grow their business by partnering with them on goal development and providing tailored and structured recommendations to achieve those goals. performance for our merchants.

● Manage the successful handling of new clients, maintain existing customers, negotiate renewal and upsell conversations, and proactively mitigate churn, improve existing processes for merchant onboarding, growth, and management. 

● Meet with clients regularly to establish strong relationships and inspire them to improve and strengthen their adoption to Salla. 

● Work closely with sales, product, and engineering teams to share customer feedback and journeys, deliver outstanding client experiences, and have a direct impact on building our customer-centric culture at Salla. 

● Identify areas for improvement, including opportunities for product adoption and implementing new Salla features, and recommend ways to best utilize Salla's solutions. 

● Keep project timelines updated, monitoring deadlines each week and making adjustments as needed.

 ● Schedule resources needed (design, dev, consulting) and manage resource relationships efficiently.

 ● Contribute to the identification of opportunities for continuous improvement of processes, practices, work processes, cost effectiveness, and productivity enhancement.

 ● Working cross-functionally with the business, operations, marketing, product and tech teams.

 ● Additional tasks based on assigned projects or job requirements.

Requirements

● Bachelor’s degree in Business Administration, MIS, Computer Science, IT, or related field.

● +2 years of experience in Account Management at an e-commerce/ SaaS company.

● Advanced communication and negotiation skills

● Experience in Customer Relation Management

● Up-to date understanding of new technologies

● Satisfactory problem-solving skills to help resolve customer complaints or needs