Lead Specialist, eCommerce Customer Success

The eCommerce Customer Success Specialist owns the endtoend postpurchase experience-from order placement through delivery, returns, and support-ensuring every customer interaction is accurate, timely, and delightful. This role orchestrates crossfunctional operations (Customer Service, Fulfillment, Logistics, and IT) to meet SLAs, reduce friction in the customer journey, and scale processes, tools, and teams as the business grows. The Operations Manager supports the PSG, PCG and Enterprise business units.

This is not a remote/hybrid position and will be on site in our downtown Cleveland Headquarters.

1. Onboarding & Activation

• Develop and execute tailored onboarding plans for new users.
• Provide hands-on support during initial setup and configuration.
• Collaborate with sales, implementation, and customer success teams to ensure smooth transitions.

2. Training & Enablement

• Create and deliver training materials (e.g., guides, tutorials, webinars).
• Conduct live training sessions or workshops to boost user proficiency.
• Maintain a knowledge base or help center for ongoing learning.

3. Adoption & Retention

• Monitor user behavior and adoption metrics to identify friction points.
• Design strategies to increase future usage and deepen engagement.
• In-app guidance, and contextual help to support users.

4. Continuous Improvement

• Collect user feedback to improve onboarding and training processes.
• Advocate for user needs with product and engineering teams.
• Help prioritize feature enhancements based on adoption data.
• Customer satisfaction management.

5. Integration & Customization Support

• Assist users in integrating the product into their existing workflows.
• Provide guidance on customization options to meet specific business needs.

6. Change Management

• Support organizational change initiatives tied to new technology rollouts.
• Communicate the value of new tools and processes to drive buy-in.
• Address resistance and help users transition smoothly.

Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company's staff, employees, and business relationships.

FORMAL EDUCATION

Required:

• Bachelor's Degree or equivalent experience preferably in Marketing, MIS, or e-Business related fields.

KNOWLEDGE & EXPERIENCE:

Required:

• Advanced knowledge of the various types of procure to pay process, catalogs and procurement systems
• Direct experience in building customer relationships
• Proven track record of learning new technologies or systems
• Focus on detail to drive team and customer requirements
• Strong collaborative & communication-oriented skills
• Ability to act as liaison between business & IT to facilitate effective communication.
• Experience with project management tools such as Confluence & Jira
• Proficient use of MicroStrategy or data and analytical tools.

Preferred:

• Experience working with procurement systems such as Coupa, Ariba, Oracle.
• Experience with Point of Sale systems, processing eCommerce orders from Customer Order Entry systems, and understanding Price Record Card structure (Local, National, Schedule, etc.) is preferred.
• Experience working with the National/Strategic Accounts Sales Organization and management is a plus.

TECHNICAL/SKILL REQUIREMENTS:

Required:

• Working on several projects at the same time and meeting the expectations of multiple people including external customers and vendors.
• Working directly with all levels of Paint Stores Group Management and field personnel.
• Continuing to update knowledge regarding changes in internal systems and new E-commerce solutions in the marketplace.
• Developing a strong understanding of SW systems and the type of programming effort required to make changes.

Preferred:

• Project development timelines and successfully communicate these to internal and external stakeholders.
• Determine the most appropriate process for establishing and maintaining customer catalogs.
• Determine procedures to be used to update and back-up existing catalogs
• Make recommendations for catalog format and content
• Work with stores and sales group to determine and perform the appropriate course of action to ensure successful EDI transmission and implementation

TRAVEL REQUIREMENTS:

• 10%