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Your responsibilities:

• Being knowledgeable of your team’s total book of business, satisfaction, risk profiles, and efficacy of 1:many interventions
• Lead a high impact merchant facing team to drive deep engagement, value and service at scale
• Keeping senior management informed of any issues affecting the overall health and risk of the program
• Motivate the team to renew and retain merchants, meeting or exceeding targets
• Working closely with the Shared Program Manager to improve the service offering
• Drive rapid resolution for issues/escalations and maintain high CSAT and NPS scores
• Serving as a cross-functional leader across Shopify Plus – to ensure a unified, seamless merchant experience
• Support the development of strategic merchant partnerships and build a loyal base that actively advocates for Shopify Plus
• Develop, coach and mentor the team to enable them to excel at their jobs
• Identify areas of improvement and make recommendations based on data, analytics and best practices
• Advancing the professional development of the people in your group, be willing to delegate, monitor their work, be a readily accessible resource, providing regular guidance and useful performance feedback

It would be great if you also had experience with:

• A passion for leadership with proven experience leading teams
• Strong business acumen and experience providing strategic advice to customers
• Exceptional ability to develop and maintain relationships with a wide range of personalities
• Strong organizational and project management skills
• Technical aptitude – quick to develop a deep understanding of new software
• Adept at navigating large complex organizations, matrixed decision-making, working with multiple stakeholders both internally and externally
• Proven ability to analyze complex situations and develop action plans to lead a cross functional team to the key objectives
• Demonstrate a high-degree of customer-centric thinking, behaviour and track record and experience working cross-functionally between sales and support teams