Merchant Success Manager

7 days ago

Bengaluru, Karnataka, India Fulfil Inc. Full time ₹ 5,00,000 - ₹ 10,00,000 per year

In the Merchant Success Manager role at Fulfil, you will work with our merchants to help them run their e-commerce business. You will serve as the trusted point of contact for a set of accounts, starting at the point of sale and through their entire journey with Fulfil.

You will help them with product adoption as well as getting the best value out of our solution.

To help our merchants achieve their outcomes, Customer Success Managers need to have a strong understanding of the Domain and Product.

The Domain we play in includes E-commerce, retail, online marketplaces like Amazon and platforms like Shopify which is what most of our merchants use to run their business. Having great Product knowledge is also key so candidates who have worked with ERPs or other adjacent technologies tend to have a lower learning curve.

Communication and Stakeholder Management are essential to any customer-facing role so these are the four pillars that make up the core competencies of account management at Fulfil.

To achieve the optimal customer outcome, you'll work closely across Fulfil's implementation, product, and support teams. Part project manager, consultant, product expert, and account manager, you will be continually focused on helping our merchants build efficient businesses at scale.

Fulfilians tend to be a heterogeneous bunch, with different personalities, hobbies and interests but if there is one characteristic we look for in all of our hires it is curiosity. The people who want to learn and learn fast tend to do well here.

Work Setup: This role operates from our Bangalore office - 5 days in the Office in North American hours (05:30 PM - 02:30 AM).

What You'll Do:

  • Be the face of Fulfil to our merchants, owning a set of accounts that you will be responsible for increasing product utilization on

  • Develop executive-level presentations that distil complex ERP concepts into easy-to-digestible content that can be communicated across the enterprise through Quarterly or Semi-Annual Business Reviews

  • Empathize with every aspect of the merchant experience, putting their needs first while appropriately setting expectations in all situations (i.e. adoption of a module, seasonal planning, escalations, beta feature adoption etc)

  • Guide and coach merchants along with Fulfil's Customer Support team to ensure a delightful end-user experience

  • Work closely with the implementation team to ensure a seamless transition for new merchants as they go live on Fulfil through their fine-tuning period

  • Drive long-term product utilization and economic ROI on Fulfil

  • Coach merchants to be product experts and train their teams on Fulfil best practices so they become increasingly self-sufficient

  • Maintain high levels of customer engagement and satisfaction with a focus on customer dedication, partnership and loyalty

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