Merchant Success - Business Analyst

Full time
Customer Support
Hiring from: Anywhere
The Merchant Success Business Analyst is responsible for measuring, analyzing and optimizing the execution of activities within the Merchant Success team at Shopify Plus. 


Using a combination of strong business acumen, data analytics and reporting, the Business Analyst will work with senior leaders in the Merchant Success organization, and across Shopify Plus, to define and drive initiatives that support our understanding of our business. 


The Business Analyst will be expected to convey complex findings with ease, and apply them to tangible outcomes or actions to be taken by our internal stakeholders and their teams. This role will report to the Merchant Success Operations Team Lead.


  • Quantitative Design and Optimization: Design actionable reporting and processes for Merchant Success that unlocks the potential of our organization. Anticipate bottlenecks, explore contingencies and provide escalation management throughout analytical enhancements. 


  • Consulting & Recommendations: Champion the needs of Plus merchants and Merchant Success team members on cross functional projects and initiatives to unlock insights derived from Merchant Success activities and drive merchant oriented decisions.


  • Change Management: Engage with internal partners to support the development of Merchant Success data analytics, and ensure the correct tools, content, training and communications are in place to enable Merchant Success team members, as well as senior stakeholders.


  • Stakeholder Management: Nurture strong relationships with internal customers (Sales, Partnerships and Technology Services) and internal partners (especially Marketing and Data Science).  Ensure constant alignment of priorities. Effectively navigate the organization to unblock challenges, solicit support and keep projects moving forward.


  • Partner with Business Systems team to groom Merchant Success requirements for development and maintain Salesforce data. Develop reports and dashboards to optimize daily workflows, and anticipate changes needed to scale services.

Requirements for the role:

  • Ability to build new tools and processes to scale everyday activities within Merchant Success 

  • Strong procedural creation and documentation skills

  • Process oriented thinking with a focus on service continuity

  • Ability to think critically and assess the overall impact changes have to our systems and workflows

  • Demonstrate strong data analysis capabilities and able to pull tangible recommendations from the data

  • Strong story-telling and data visualization skills 

  • Significant working knowledge and experience using

  • Excellent organizational and time management skills

  • Capable of managing multiple streams of work simultaneously

  • Able to prioritize tasks and work independently

  • Strong communication skills, both verbal and written; able to articulate changes in processes in a diplomatic manner that will resonate across teams

We know that applying to a new role takes a lot of work and we truly value your time. Sumiran is looking forward to reading your application. Make sure to tell us why you think this is the right role for you! 


This posting will close Friday October 9th at 5 pm EST. 


At Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone. We strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities.

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