TikTok
Customer Solutions Manager - TikTok Shop
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Responsibilities
About the Team:
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.
- Comfortable managing multiple stakeholders and working across different timezones.
- Comfortable running API calls on Postman and debugging seller requests.
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Qualifications
Minimum Qualification(s):
- 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, Shopify, Netsuite, or other OMS platforms.
- Exceptional communication and presentation skills with demonstrated ability to present and influence effectively at all levels of the organization, including engineers, executives, and C-level.
- Strong grasp of the 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.
Preferred Qualification(s):
- Experience with RESTful and SOAP APIs is a plus.
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
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Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover, and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity, and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make an impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.
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