Senior Retail Onboarding Specialist

About Shopify
Opportunity is not evenly distributed. Shopify puts independence within reach for anyone with a dream to start a business. Since 2006, we’ve grown to over 10,000 employees and generated over $496 billion in sales for millions of merchants in 175 countries.
This is life-defining work that directly impacts people’s lives as much as it transforms your own. This is putting the power of the few in the hands of the many, is a future with more voices rather than fewer, and is creating more choices instead of an elite option.
About The Role
About the team
Our Launch team works with established and emerging retail brands as they begin working with Shopify Retail. Our mission is to help merchants through the onboarding journey from their initial commitment to using Shopify Point Of Sale (POS) all the way to 1st value.
About The Role
As a dedicated accountability partner to merchants, in your role as Senior Retail Onboarding Specialist, you will work directly with retailers and their partners to provide resources to help successfully launch with Shopify POS.
As a subject matter expert on the Shopify Retail platform (POS, online, mobile, hardware), you’ll help to educate and share retail commerce best practices with our merchants. Once a merchant is comfortable with their retail stack and using Shopify POS, you'll transition them to working directly with our Retail Support team.
This role is part account management, part customer success, and part product expert. As a subject matter expert on the Shopify Retail platform (POS, mobile, hardware).
Responsibilities

• Educating merchants on e-commerce store and point of sale best practices (domains, redirects, product taxonomy, building collections, etc).
• Share your learnings & best practices with the rest of the Retail Onboarding Team and constantly improving and iterating
• Act as a point of contact for merchants to lead them from kick-off to activation. This will involve scoping and building a launch plan, and leveraging resources and teams to provide the best merchant experience
• Work closely with Launch leadership to help inform decisions and drive constant improvements within the team. This includes mentorship, leading by example, taking ownership over issues, and helping to improve operations to deliver a great merchant experience
• As a senior member within the team, you must demonstrate great aptitude in stakeholder management, multi-layered solutioning, systems thinking, and navigating complex relationships
• Build bi-directional relationships with a number of adjacent teams within Shopify including Production Engineering, Solution Engineering, Service Delivery, Sales, Merchant Success, Risk & Legal, Product teams, and many more
• Helping our merchants to convert their store ideas into real and actionable plans
• Providing documentation & support during the store development phase
• Be a trusted advisor on our ever expanding Shopify platform and ecosystem; online store, Shopify Plus, Retail, Payments, Partner and App ecosystem, and more
• Consult with merchants on novel and complex shop functionality and business system integrations
• Ensure a fast, easy and satisfying launch experience for our new merchants using Shopify POS; meeting monthly goals
• Working with merchants' internal and 3rd party design and development teams

Qualifications
What you need to apply / Qualifications

• Curious mind for how things work, what purpose they serve and why they exist
• Excellent communication skills, comfortable with public speaking and facilitating training, not afraid of setting expectations and picking up the phone when needed
• Excellent time management and prioritization skills to support a wide portfolio of merchants with multiple requests coming through at the same time, and the ability to re-prioritise on an ongoing basis
• Great problem-solving skills, ability to work effectively under pressure and short timelines
• Proficient with technology; ability and willingness to learn and explain Shopify POS, and retail-focused third-party applications from Shopify’s app store
• Growth mindset that thrives on change in a dynamic environment. We evolve at a rapid pace and things change quickly!
• Great troubleshooting & analytical skills combined with the desire and resourcefulness to tackle challenges head-on
• Experience managing multiple accounts simultaneously
• ‘Solutions mindset’. Our largest and most complex merchants like to push the boundaries of commerce and will often build custom solutions within their architecture to help them get there
• An understanding of commerce best practices, including how to migrate merchants from other platforms into Shopify
• A project management mindset. This is not a true project management role but does share similar skillset (managing expectations and creating agreements)
• Affinity for helping and teaching others; including merchants, partners and colleagues

Bonus Points

• Deep understanding of technical strategy as it relates to operating and growing a commerce business
• Development experience (HTML, CSS, Liquid, Ruby, Javascript, etc.). You’ll be speaking often with developers and technical teams, so speaking their language is a plus
• Previously built out and advised on technical solutions & integrations for ecommerce brands
• Great web API knowledge. You won’t need to write code or build an app, but you must be able to understand API documentation, use a REST client and know how to conceptualize an API solution using GraphQL or REST.
• Experience working with enterprise SaaS applications
• Experience working in an application ecosystem and integrating 3rd party technologies (ideally into the Shopify platform)
• Working with Liquid, the Shopify templating language. You won't need to make a theme but you should know how to make small changes and what's possible with our themes
• Familiarity with Web Development technologies and languages such as HTMl, Javascript, CSS, and Shopify Theme/Liquid enough to identify areas where Merchants may need assistance and make recommendations
• Migrating large or complex data sets via CSV or API
• Familiarity with version control systems and development environments (git/Github is a plus)
• Running your own business or building your own apps on Shopify. You know what it means to be an entrepreneur, and can empathize and share your learnings with our merchants