Ima El Haouari

- Delivered tailored technical solutions for Shopify partnership agencies, addressing various client needs.

- Assisted in launching custom apps for specific merchant requirements, ensuring functionality and seamless integration.

- Helped publish apps on the Shopify App Store, managing compliance with Shopify’s guidelines and requirements.

- Offered expert advice and technical support to partner agencies, enabling them to serve their clients effectively.

- Oversaw app development projects, coordinating with development teams to meet deadlines and deliver quality solutions.

- Addressed and resolved technical issues encountered during app development and deployment phases.

- Developed and implemented enterprise architecture strategies, roadmaps, and governance models.

- Designed technical solutions for complex merchants cases in alignment with their objectives.

- Facilitated workshops with stakeholders to define requirements, design architectures, and develop implementation plans.

- Created detailed documentation including diagrams, workflows, process flows.

- Collaborated with with Solutions Architects, Business Developers team to address merchants needs.

- Oversee cross-functional initiatives to ensure a cohesive merchant experience.

- Coach and mentor merchants in PLUS and Retail to facilitate their business expansion.

- Assist merchants in setting specific growth goals and provide customized recommendations.

- Advocate for the adoption of new Shopify products and features to enhance merchant outcomes.

- Focus on merchant retention while nurturing their growth.

- Provide informed recommendations to merchants.

- Handled technical queries related to Retail from the launch, MSM, and solutions teams, finding effective solutions.

- Collaborated with multiple teams to ensure efficient resolution of Retail-related issues.

- Utilized deep knowledge of Shopify’s Retail offerings to address technical challenges swiftly.

- Participated in Retail expositions to demo solutions for partners and customers, showcasing Shopify’s Retail capabilities.

- Engaged directly with partners and customers, demonstrating solutions to enhance understanding and satisfaction with Shopify’s Retail tools.

- Onboarding the first Enterprise merchants with recently certified integrations, varying from POS, channel, fulfillment and integrations.

- Account managing of the Beta Enterprise merchants, and also our beta partners.

- Taking ownership of the relationships with the partners and the merchants.

- Communicate technical escalation issues for all merchants.

Communicate with partners, merchants and colleagues on the status of an integration and onboarding.

- Share insights with our API specialists and developers who build the integration journey.

- Document the integration for external and internal best practice to support quicker and smoother onboarding.

- Build relationships across all partner and integration teams.

- Trained and mentored new team members in Dubai, Gent, Toronto to promote productivity, accuracy and friendly onboarding experience.

- Onboarding newly subscribed Enterprise merchants to our platform, which involves a detailed technical setup, tight coordination with integration partners, and customer training.

- Owning the successful implementation of large projects.

- Maintaining close communications with key accounts, ensuring that we adapt to their needs and surpass their expectations (contact by phone, email, video call, on-site visits).

- Working with technical account managers to develop a range of materials including feature guides, how-to articles, webinars, partner training docs, fairs, etc..

- Working closely with the Product team to help outline customer needs in the European and APAC market (user flows, features, bugs, etc).

- Aiming for high customer satisfaction understanding my customers, their motivations and needs and how to approach ensuring their success.

- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

- Explained benefits and advantages of different products and service offerings to customers.

- Identified customer goals and objectives to gain valuable insight and present targeted solutions.

- Delivered continuous training to customers and partners.

- Organized structure of customer success department to optimize coverage for expected demands and enhance response efficiency.

- Evaluated trends in customer service issues to analyze complaints and identify opportunities for improvement.

- Mentored and build team to identify customer goals and objectives to gain valuable insight and present targeted solutions.

- Created social media practices to publicize corporate culture and support engagement projects.

- Developed draft story angles, press releases, byline articles and marketing materials.

- Partnered with marketing team to translate product features into customer value propositions to be used in consumer messaging.

- Constructed engaging content for various platforms to include blogs, social media, print publications and news releases.

- Implemented results-driven multimedia communications plans to increase.