Customer Success Manager - eCommerce

This job is with ESW, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

The Opportunity
Our purpose is clear: to create meaningful moments between people and the brands they love. We empower brands to expand their global reach, ensuring simple and seamless ecommerce experiences for consumers worldwide. Through our comprehensive integration solutions, we provide a complete international checkout experience, covering local duties, taxes, fulfillment, delivery management, global returns, and payment processing.

ESW is seeking a dedicated Associate Customer Success Manager to join our expanding Client Success Management team. In this role, you will assist the CSM team in driving client sales, achieving revenue targets, and ensuring customer satisfaction.

You will support the assessment of customers’ ongoing needs by conducting periodic strategic reviews, uncover areas for additional revenue growth, and help them to make informed judgements regarding ESW product offerings.

You will be responsible for guiding and driving business development opportunities and effectively onboarding new customers to the existing portfolio. The role includes strategic development and supporting customer retention planning.

Responsibilities

Support the CSM team’s achievement of client sales, revenue goals, and overall satisfaction. Assist in managing the day-to-day aspects of our clients’ business through effective cross-functional coordination and collaboration, ensuring all client activities and operational deliverables are communicated clearly and executed efficiently.

Respond to client questions and concerns, log incident tickets, and monitor the ticketing system to ensure timely responses and resolutions. Assist with client reporting and use data analysis to recommend opportunities for growth.

Support internal and external cross-functional business reviews by preparing visually compelling presentation materials. Assist in the development, coordination, and execution of client initiative project plans. Ensure all client documentation is updated and properly maintained in Salesforce.

Work closely with internal teams (Delivery Services, Operations, Product, Engineering, and Sales) to advocate for client needs and ensure seamless product adoption.

Build in depth strategic account plans which focus on growth pinned by a thorough knowledge of the brand and their strategies to unlock additional revenue streams and help them grow their business.

Working knowledge of Shopify Ecommerce platform as a merchant, partner or user.

Develop deep product and internal process knowledge to become a strategic problem solver, capable of identifying and implementing creative solutions and process improvements.

Extensive international ecommerce subject-matter knowledge and awareness of global ecommerce trends and innovations.

Support internal and external cross-functional business reviews, by preparing visually compelling presentation slides.

Assist in the development, coordination and execution of client initiative project plans.

Ensure all client documentation is updated and maintained in Salesforce and other required locations.

Requirements

Undergraduate degree in an applicable field and 5+ years of relevant experience in an account management role in technology, SaaS, Ecommerce or a related business. Proven success in building and maintaining strong internal and external relationships.

Technical proficiency: knowledge of API-based integrations, web technologies, and Ecommerce platforms and system integrators (Shopify, SFCC etc.). Active interest in AI adoption, efficiency, and applying it to day to day operations (experience using MS Co-Pilot).

Client-centricity:
Enjoys interacting with clients, comprehends their viewpoint, and can recommend a great outcome for everyone.

Collaboration and communication:
Excellent ability to communicate complex technical concepts in a clear and business-friendly manner.

Dedication to quality:
Passionate about quality and will be the champion for the customer internally.

Experience with enterprise reporting…