Manage customer support to ensure high customer satisfaction and success. This includes providing pre and post-sales support, collaborating with product and sale teams, supporting new product campaigns and launches, and acting as a brand ambassador.Resolve client concerns and issues by maintaining and building clients' trust in our team and product. This means setting high communication standards, organizing and maintaining the customer success team, docs, processes, migrations, and addressing pain points as potential improvements. Provide data-driven insight into opportunities that can increase client and company performance. Responsible for defining the effectiveness of support/company performance through the analysis of business metrics. These metrics are used to make informed business decisions. Develop business objectives alongside company leadership to both bring in new clients and develop existing clients on the platform. - Perform client analysis projects to help ensure they are successful on our platform. - Ensure customers have the tools they need to drive business through our product. - Provide onboarding and implementation support. - Ensure metrics and report integrity within customer management platforms.- Encourage strong, positive, and effective team dynamics by facilitating communication, managing resolutions, and building relationships.- Create visual and video content to support marketing, sales, and business objectives!

Enhance, rationalize, and consult on reports available to clients. Manage custom analysis projects and reports for clients and internalDepartments. Perform routine and varied internal performance analysis in order to improve customer success, product, and marketing processes. Prepare and manage reports and processes for collecting data in order to maximize revenue for clients and customer success outreach efforts. Build and manage new data processes which will be used to optimize and interpret order, client, and consumer behaviors. Identify relationships between consumers and reoccurring orders throughdata analysis. Utilize and query databases within Microsoft SQL Server (SSMS) and Azure Data Explorer. Collect, validate, and manage data within the database to be used for data analysis.

Provide exceptional and effective customer service for technical and sales issues. Manage and enhance customer successes processes as a lead. Work closely alongside product, marketing, and development team members to ensure customer success through onboarding, implementation, and beyond. Handle escalations related to business analysis, best practices, and other general product/business concerns. Perform pre and post-sales engineering. Respond to pre-sale tickets, perform demos and consultations, and provide product implementation support. Proactively update and reach out to merchants regarding performance or product issues. Manage KB and technical support documentation creation and updates for internal and external use. Perform in-depth troubleshooting such as reviewing API requests, debug logs for issue diagnosis, JSON responses, HTML, CSS, and PHP files

Identify shipping and data integration issues using ShipStation. Respond to customer service concerns using Zendesk. Discovered over 500 0rders for a client that were missing vital shipping information.Integrate and review orders from over 150 clients into the company's system and increase production. Use Microsoft Excel to track shipments, budgets, and events for company use and record. Provide on-site customer service and act as a liaison between employees and management.

Investigated and closed a $2,000 internal theft case through Sherlock transaction data and CCTV review. Collected data for corporate audits and coached employees on issues in-store performance.Addressed all risk and safety issues within the store both internal and external; including direct coaching for employees and apprehension of shoplifters. Maintained the top number of recovery cases and audit completions for all Loss Prevention Agents in my region for over 6 months. Wrote incident reports for corporate and law enforcement records regarding internal and external shortage and safety concerns. Confirmed and evaluated SOP execution by employees; this included reviewing the accounting team, floor staff, warehouse team, and the receiving dock. Worked independently and reported only to the Store Manager and Regional Loss Prevention Manager.