Technical Customer Support Manager jobs in the United States

Position: Technical Customer Success Manager
Overview:
As a Technical Customer Success Manager at Web Shop Manager, you will be instrumental in driving the growth and success of our eCommerce clients. Your deep technical expertise and strategic approach will support our clients in optimizing their eCommerce platforms, merchandising strategies, and marketing initiatives. This role will require a blend of technical problem-solving, strategic consultation, and a focus on maximizing customer satisfaction and business growth.Responsibilities:
Client Success Strategy:

• Develop and implement tailored success plans that align with clients' business objectives, focusing on growth, customer acquisition, and retention.
• Collaborate with clients to optimize their eCommerce sites for performance, conversion rates (CRO), and user experience, using analytics and data-driven insights.
• Serve as a growth partner for clients, offering strategic guidance on merchandising, paid search campaigns, SEO, and other marketing initiatives.

Technical Expertise:

• Provide expert guidance on the technical aspects of eCommerce platform configuration, website functionality, and integrations.
• Troubleshoot and resolve complex technical issues related to platform performance, merchandising tools, and third-party integrations.
• Work closely with development teams to escalate and resolve advanced technical challenges.

Analytics & Optimization:

• Utilize analytics tools to monitor client site performance, user behavior, and campaign effectiveness.
• Advise clients on best practices for leveraging data to inform their merchandising and marketing strategies.
• Lead efforts in conversion rate optimization (CRO) through A/B testing, user behavior analysis, and site performance enhancements.

Product and Marketing Support:

• Support clients in the deployment and management of marketing campaigns, including paid search and SEO initiatives.
• Assist with the setup, tracking, and analysis of campaign performance to ensure alignment with client goals.
• Guide clients in using advanced eCommerce tools and features effectively to maximize their return on investment.

Client Training & Education:

• Conduct training sessions and product demonstrations to help clients make the most of our platform's capabilities.
• Develop and deliver educational resources, including webinars and documentation, to enhance client knowledge and platform utilization.

Feedback and Improvement:

• Gather and document client feedback on product usability, performance, and desired features.
• Act as a liaison between clients and the product development team to advocate for enhancements and new features.
• Identify and proactively address areas for improvement in client support and technical documentation.

Qualifications:

• Proven experience in a Customer Success, Account Management, or Technical Support role, preferably in the eCommerce or SaaS industry.
• Strong background in eCommerce growth strategies, including SEO, paid search, merchandising, and analytics.
• Proficiency with eCommerce platforms and web technologies (HTML, CSS, JavaScript, APIs).
• Excellent analytical and problem-solving skills, with experience in using data to drive business decisions.
• Strong communication skills with the ability to articulate technical concepts to both technical and non-technical stakeholders.
• Experience with CRM and ticketing systems (e.g., HubSpot, Salesforce) and analytical tools (e.g., Google Analytics, Microsoft Power BI).

Preferred Qualifications:

• Experience with conversion rate optimization (CRO) strategies and tools.
• Familiarity with content management systems (CMS) and various eCommerce platforms.
• Experience working with growth teams or as a growth partner for eCommerce businesses.
• Knowledge of Microsoft Reflection or similar tools for marketing and performance analysis.

Job Types: Full-time, Contract

Pay: $20.00 - $25.00 per hour

Expected hours: No less than 40 per week

Benefits:

• Paid time off

Compensation Package:

• Bonus opportunities
• Quarterly bonus

Schedule:

• 8 hour shift

Experience:

• Technical Customer Success Manager: 1 year (Required)

Work Location: Remote