Manager, eCommerce Adoption & Customer Success

## About the Role As an integral part of WCM White Cap Management LLC, the Manager of eCommerce Adoption & Customer Success will play a pivotal role in driving the company's digital growth and customer engagement strategies. This role is at the heart of the company's efforts to leverage technology and data to enhance the customer experience, increase conversion rates, and boost revenue. Day-to-day, this involves working closely with various teams, including Sales, Product, UX, Marketing, Customer Experience, and Operations, to ensure that digital tools and solutions meet customer needs and drive business outcomes.

The role entails a deep understanding of customer behaviors and journeys, as well as the ability to translate insights into actionable strategies that improve customer adoption, retention, and overall satisfaction. It requires a unique blend of technical expertise, particularly in platforms like Salesforce, and Excel, along with strong analytical and problem-solving skills. The ability to communicate complex ideas simply and effectively is also crucial, as this role involves developing and executing scalable training programs and serving as a digital subject matter expert.

The team context is dynamic and collaborative, with opportunities to influence cross-functional initiatives and lead change across the organization. The role is part of a broader strategy to embed eCommerce into the selling process, support regional initiatives, and equip teams with the tools and messaging needed to position digital solutions effectively.

## What You Will Do - Develop and lead strategies to increase eCommerce adoption, focusing on optimizing the end-to-end customer journey and defining key success metrics.

• Create and execute scalable training programs and resources for customers and internal teams, ensuring effective onboarding and adoption of digital tools.
• Gather, prioritize, and translate customer and field feedback into actionable insights, working closely with Product and UX teams to improve usability and influence the product roadmap.
• Track, analyze, and report on key performance metrics, managing support escalations and partnering cross-functionally to resolve issues and improve adoption outcomes.
• Design and implement standardized onboarding, adoption, and engagement processes, including playbooks and rollout strategies for digital tools and customer experiences.
• Collaborate with Sales leadership to embed eCommerce into the selling process and support regional initiatives.
• Develop and maintain deep knowledge of customer journeys and behaviors, using this insight to inform strategies and solutions.
• Manage and analyze data to identify trends and areas for improvement, presenting findings and recommendations to stakeholders.
• Lead cross-functional teams and initiatives, ensuring alignment and collaboration towards common goals.
• Serve as a subject matter expert, providing guidance and support on digital adoption and customer success strategies.

## What We Are Looking For - 5+ years of experience in eCommerce, digital transformation, customer success, or related fields, with a proven track record of driving adoption, growth, and measurable business outcomes.

• Demonstrated ability to collaborate and influence cross-functionally, including leading change initiatives and driving adoption in sales-driven or field-based environments.
• Strong understanding of customer journeys and behaviors, with the ability to translate insights into solutions that improve customer experience, adoption, and retention.
• Experience designing and scaling onboarding programs and enablement strategies, including creating training, tools, and resources for customer and internal audiences.
• Strong analytical and problem-solving skills, including defining KPIs, interpreting performance data, and driving continuous improvement.
• Excellent communication and presentation skills, with the ability to simplify complex concepts and effectively engage various stakeholders.
• Proficiency in Salesforce and Excel, with the ability to learn and adapt to new technologies and platforms.
• Proven leadership and team management skills, with the ability to motivate and guide professional individual contributors and support staff.

## Nice to Have - Experience in a related industry or sector, with knowledge of specific trends, challenges, and opportunities.

• Certifications or training in digital marketing, customer success, or related fields.
• Experience with data analytics tools and platforms beyond Excel, such as Tableau or Power BI.
• Knowledge of UX design principles and human-centered design methodologies.

## Benefits and Perks - Competitive compensation package, reflective of experience and qualifications.

• Opportunities for professional growth and development, including training and education support.
• Collaborative and dynamic work environment, with a team committed to innovation and customer satisfaction.
• Flexible work arrangements, including remote work options and flexible hours.
• Comprehensive health and wellness benefits, supporting the physical and mental health of our team members.
• Generous PTO and holiday schedule, ensuring a healthy work-life balance.
• Access to the latest technologies and tools, supporting professional development and staying ahead of industry trends.
• Recognition and reward programs, celebrating individual and team achievements and contributions.

- Ensure your resume and cover letter are tailored to the role, highlighting specific experiences and skills in eCommerce adoption, customer success, and digital transformation.

• Prepare examples of successful strategies you've led or been part of, particularly those that demonstrate cross-functional collaboration and influence.
• Familiarize yourself with WCM White Cap Management LLC's products, services, and mission, as well as industry trends and challenges, to show your interest and readiness for the role.
• Emphasize your analytical and problem-solving skills, as well as your ability to communicate complex ideas simply and effectively to various stakeholders.
• Be ready to discuss your experience with Salesforce and Excel, as well as any other relevant technologies or platforms, and how you've used them to drive business outcomes.
• Show enthusiasm for continuous learning and professional development, as the digital landscape and customer needs are constantly evolving.