E-commerce Success Manager

Jobtailor; Florianópolis; Presencial; BRL 120 000 - 180 000; Tempo integral

Resumo da oferta

Jobtailor is seeking a high-impact Customer Success/Account Management leader to oversee a portfolio of mid-to-high complexity e-commerce accounts. You will translate business needs into technical requirements for internal teams and drive governance through QBRs, ensuring ROI through data-driven insights.

Lead architecture decisions, coordinate cross-functional delivery, and proactively identify upsell opportunities while mitigating risks and optimizing operational efficiency for sustained

Qualificações

• E-commerce Experience: Solid background in the ecosystem (preferably agencies and platforms) with large-scale operations.
• B2B Relationship Management: Previous experience in Customer Success, Key Account, or E-commerce Management dealing with Directors and Heads.
• End-to-End Vision: Real understanding of how an online store works (traffic, conversion, ERP, logistics, and payment methods).
• Project Management: Organized and able to coordinate multiple demands, deadlines, and technical dependencies.
• Executive Communication: Ability to translate technical terms into business language with authority.

Responsabilidades

• Enterprise Management: Manage a portfolio of medium to high-complexity accounts, ensuring clear, seamless communication.
• Single Point of Contact: Translate the client's business needs into clear technical requirements for the internal team.
• Governance: Lead follow-up rituals and drive the preparation and presentation of QBRs (Quarterly Business Reviews).
• Data Intelligence: Monitor performance metrics (sales, conversion, operational efficiency) to diagnose bottlenecks and optimize ROI.
• Technical Consulting: Facilitate architecture and roadmap decisions, mediating trade-offs between client desires and technical feasibility.
• Orchestration: Synchronize deliveries from Development, Performance, and Architecture teams with agreed deadlines.
• Opportunities: Monitor hours utilization to proactively suggest new services or scope expansions that accelerate results.
• Risk Mitigation: Identify warning signs or operational dissatisfaction to act preventively against churn.

Conhecimentos

Data intelligence

Performance metrics

Technical consulting

Architecture decisions

Project management

Risk mitigation

Operational efficiency

Conversion optimization

B2B relationship management

E-commerce management

Clear communication

Organizational skills

Executive communication

Leadership

Client translation

Problem-solving

Proactive suggestion

Team synchronization

Stakeholder management

Presentation skills

Descrição da oferta de emprego

Responsibilities

• Enterprise Management: Manage a portfolio of medium to high-complexity accounts, ensuring clear, seamless communication.
• Single Point of Contact: Translate the client's business needs into clear technical requirements for the internal team.
• Governance: Lead follow-up rituals and drive the preparation and presentation of QBRs (Quarterly Business Reviews).
• Data Intelligence: Monitor performance metrics (sales, conversion, operational efficiency) to diagnose bottlenecks and optimize ROI.
• Technical Consulting: Facilitate architecture and roadmap decisions, mediating trade-offs between client desires and technical feasibility.
• Orchestration: Synchronize deliveries from Development, Performance, and Architecture teams with agreed deadlines.
• Opportunities: Monitor hours utilization to proactively suggest new services or scope expansions that accelerate results.
• Risk Mitigation: Identify warning signs or operational dissatisfaction to act preventively against churn.

Requirements

• E-commerce Experience: Solid background in the ecosystem (preferably agencies and platforms) with large-scale operations;
• B2B Relationship Management: Previous experience in Customer Success, Key Account, or E-commerce Management dealing with Directors and Heads;
• End-to-End Vision: Real understanding of how an online store works (traffic, conversion, ERP, logistics, and payment methods);
• Project Management: Organized and able to coordinate multiple demands, deadlines, and technical dependencies;
• Executive Communication: Ability to translate technical terms into business language with authority.

Hard Skills

• data intelligence
• performance metrics
• technical consulting
• architecture decisions
• project management
• risk mitigation
• operational efficiency
• conversion optimization
• B2B relationship management
• e-commerce management

Soft Skills

• clear communication
• organizational skills
• executive communication
• leadership
• client translation
• problem-solving
• proactive suggestion
• team synchronization
• stakeholder management
• presentation skills