E-Commerce Customer Success Manager Resume Example
Professional ATS-optimized resume template for E-Commerce Customer Success Manager positions
Jane Doe
E-commerce Customer Success Manager
Email: jane.doe@email.com | Phone: (555) 123-4567 | LinkedIn: linkedin.com/in/janedoe | Location: San Francisco, CA
PROFESSIONAL SUMMARY
Results-driven E-commerce Customer Success Manager with over 7 years of experience in enhancing client retention, optimizing user engagement, and driving revenue growth for leading online retail platforms. Adept at leveraging data analytics, CRM tools, and cross-functional collaboration to ensure exceptional customer experiences. Expertise in onboarding, retention strategies, and implementing scalable processes aligned with evolving e-commerce technologies and customer expectations. Passionate about turning customer insights into actionable improvements that foster loyalty and growth.
WORK EXPERIENCE
*Senior E-commerce Customer Success Manager*
**ShopEase Inc.**, San Francisco, CA
June 2022 – Present
- Led a team of 8 Customer Success Specialists, improving customer satisfaction scores by 20% YoY through targeted onboarding and proactive engagement initiatives.
- Developed a customer health scoring model that reduced churn rate by 15% over 12 months by identifying at-risk accounts early.
- Collaborated with sales and product teams to create personalized onboarding workflows, resulting in a 25% increase in upsell opportunities.
- Launched a customer community platform that increased user engagement time by 30% within six months.
- Utilized Tableau and Power BI for weekly analytics reporting, translating data insights into actionable strategies for account growth.
*Customer Success Manager*
**FastBuy E-Commerce Platform**, Austin, TX
May 2017 – May 2022
- Managed a portfolio of 150+ high-value clients, ensuring seamless onboarding, ongoing support, and retention.
- Implemented automated onboarding email sequences via Mailchimp that improved completion rates by 18%.
- Coordinated with marketing to develop targeted retention campaigns, boosting repeat purchase rate by 22%.
- Served as a liaison between customers and the product team, leading to the development of several features that directly addressed client pain points.
- Conducted quarterly business reviews (QBRs), providing insights that helped clients optimize their marketplace listings, resulting in increased sales by an average of 40%.
*E-commerce Customer Support Specialist*
**QuickCart Logistics**, Dallas, TX
January 2015 – April 2017
- Provided first-line technical support to clients using the platform, ensuring rapid resolution of order fulfillment issues.
- Assisted in developing FAQs and troubleshooting guides that reduced support tickets by 12%.
- Facilitated onboarding webinars and tutorials, increasing new client onboarding success rate by 25%.
EDUCATION
**Bachelor of Science in Business Administration**
University of Texas at Austin, TX
*2010 – 2014*
CERTIFICATIONS
- **Certified Customer Success Manager (CCSM)** — SuccessHACKER, 2023
- **Google Analytics Certified** — Google, 2022
- **Certified Scrum Product Owner (CSPO)** — Scrum Alliance, 2021
PROJECTS
- **Customer Journey Automation Optimization**: Designed an automated engagement workflow integrating HubSpot and Zendesk, leading to a 15% boost in retention within the first quarter.
- **E-commerce Platform Scalability Initiative**: Led the transition of customer onboarding processes to a scalable, SaaS-based platform with Salesforce integration, reducing onboarding time by 40%.
- **Loyalty Rewards Program Revamp**: Collaborated with the marketing team to overhaul the loyalty program, increasing active participation by 35% and revenue from repeat customers by 18%.
TOOLS & TECHNOLOGIES
- CRM & Support: Zendesk, HubSpot, Gainsight, Salesforce
- Analytics & Data Visualization: Tableau, Power BI, Google Data Studio
- E-commerce Platforms: Shopify, Magento, BigCommerce
- Automation & Workflow: Mailchimp, Zapier, Automate.io
- Communication & Collaboration: Slack, Asana, Confluence
LANGUAGES
- English (Native)
- Spanish (Professional working proficiency)
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