TikTok Commerce - Customer Solution Manager

Seattle, WA, United States

TikTok Commerce - Customer Solution Manager

Seattle Regular Operations - Commerce ops Job ID: A192723A

Responsibilities

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.Why Join UsCreation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.Join us.The Role: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, 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.Responsibilities:• Responsible for partnering with account management in pre-sales and onboarding strategic merchants in collaboration with product and operation stakeholders.• Be the trusted technical advisor to merchants. Guide merchants 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 platform, such as Salesforce Commerce Cloud, Shopify, Netsuite, API, etc.• Align merchants, technology partners, and system integrators to implement successful integrations at macro and micro design phases. Ensures 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. Provide market insight to guide product roadmap. Scale best practices to achieve long-term success.

Qualifications

• 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 or Shopify or Netsuite or other OMS platforms. Experience with REST-ful, SOAP APIs a plus.• Exceptional communication and presentation skills with demonstrated ability to present and influence effectively at all levels of the organization, including engineers, executive and C-level.• Strong grasp of e-commerce ecosystem and architecture. Expert level knowledge of system integration. Familiar with integration patterns, best practices, prevalent integration products and technology stacks.• Aptitude for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.• Exceptional attention to detail and organization.TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at [email protected]

Job Information

The base salary range for this position in the selected city is $121600 - $232644 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees:

We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.

Our time off and leave plans are: 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 as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.

We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

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