ANDRE CLAY
Seattle,WA
Summary
Collaborative leader that partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
8
8
years of professional experience
Work History
Mass Acquisition & Incubation Manager
ByteDance
02.2023 - Current
- Incubation and Growth Strategy: Formulate and execute strategies to support sellers in the early stages (0-1 period), focusing on nurturing, growth, retention, and graduation
- Seller Performance Analysis: Conduct data-driven analyses and deep dives to understand seller segments, identify root causes of performance issues, and provide actionable insights to inform product development and process improvements
- High-Potential Merchant Identification: Identify high-potential merchants by product category and accelerate their incubation process to maximize their growth and success on TikTok Shop
- Seller Communication and Channel Management: Manage seller communications through various channels (e.g., Lark group, instant messaging) to deliver mass account management activities, including forecasting, troubleshooting, and education
- Best Practices and Knowledge Sharing: Accumulate and share learnings to establish and drive best practices for internal and external teams, segmented by product category
Customer Success Manager
BigCommerce
12.2021 - 02.2023
- Maintain complete ownership over a Book of Business of top tier Enterprise accounts
- Responsible for Net Performance Score, account growth, forecasting and revenue retention
- Provide best practices, strategic business reviews and road maps to Enterprise clients
- Work with cross-functional teams on a daily basis to deliver the best experience for clients
- Facilitate day-to-day inter-departmental communication to provide optimal support
- Recommend applications and solutions to promote growth for the merchant's store
Merchant Strategy Specialist
BigCommerce
08.2021 - 12.2021
- Be the internal Subject Matter Expert on a multitude of partner and product solutions for BigCommerce merchants
- Responsible for driving a material increase in adoption of solutions across our merchant base, via outbound consultative selling
- Advise and consult with merchants on best practices, products, and services to help them improve time to first sale, search optimization, conversion, site speed, fraud management, business operations and other key impact areas
- Be up to date with current ecommerce trends, tips and solutions in order to be a trusted advisor to our client base, including becoming certified/accredited in applicable areas (example, site speed)
- Use consultative selling techniques to provide value to our merchants while recommending the appropriate solutions to take their business to the next level
- Drive revenue for identified products, services and solutions and improve retention rates through outbound cross-sell sales activities to merchants and strategic partners
eCommerce Growth Coach
BigCommerce
03.2020 - 08.2021
- Engage directly with merchants in a one-on-one setting to deliver the detailed packaged services they purchased from BigCommerce to help them get to their first sale faster or to grow sales via new channels
- Understand the client’s overall business goals and needs to tailor communications and recommendations during service delivery
- Be the expert - possess a deep understanding of BigCommerce (i.e
- Products, services, app partners, and value proposition) and provide ecommerce industry information to clients regarding ecommerce growth strategies such as conversion, multi-channel selling (Amazon, eBay, Facebook), web design, online marketing (SEO, PPC, Email Marketing, Google Analytics), etc
- During the service engagement, recommend the appropriate products and solutions to help take the client’s business to the next level
- Provide ongoing feedback to the Strategic Business Development leadership team to ensure the product solutions we are promoting are being adopted by merchants and helping them grow their business
- And contribute continual feedback and new ways to innovate services (current or new ones) to add exponential value to the merchant
Technical Support Rep
BigCommerce
07.2019 - 03.2020
- Strong aptitude toward various web, e-commerce, and hosting technologies and how they work together is required
- Ability to read or edit within at least one web language (HTML, CSS, Javascript, Jquery, etc), as well as a basic understanding of data structures, is preferred
- Exceptional critical thinking and soft skills with a passion for getting every customer on the path to success using thoughtful solutions that best fit each situation
- Team player interested in growing and competing alongside some of the best technical support agents in the business; willingness to help and seek help from peers
- Exceptional written and verbal communication skills; an ability to communicate effectively with and deescalate frustrated or upset customers without taking it personally
Team Lead
Kona Grill
06.2017 - 07.2019
- Has the ability to supervise, coach, develop, lead & motivate employees
- Can conduct a variety of administrative duties that maximize the efficiency, productivity, and organization of the restaurant and team
- Has the ability to communicate effectively, both verbally and in writing
- Can establish, maintain and enforce consistently high-performance standards
Education
Bachelor of Business Administration -
The University of Texas at San Antonio
12.2018
Skills
- Microsoft Office
- Marketing
- Customer service
- Clear communication
- Business development
- Key performance indicators
- Cross-functional teamwork
Websites
Activities
- College of Business Honor Roll, Fall 2018
- Completion of the Career Action Program, Spring 2016
- Volunteer with Junior Achievement, Spring 2016
- Sigma Lambda Beta International Fraternity Incorporated, Fall 2013 - Current
- Multicultural Greek Council Delegate, Spring 2015
Timeline
Mass Acquisition & Incubation Manager
ByteDance
02.2023 - Current
Customer Success Manager
BigCommerce
12.2021 - 02.2023
Merchant Strategy Specialist
BigCommerce
08.2021 - 12.2021
eCommerce Growth Coach
BigCommerce
03.2020 - 08.2021
Technical Support Rep
BigCommerce
07.2019 - 03.2020
Team Lead
Kona Grill
06.2017 - 07.2019
Bachelor of Business Administration -
The University of Texas at San Antonio
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