EMMANUEL MARCANT
Portland,OR
Summary
Business Analyst with 10+ years of experience leveraging data, KPIs, and customer insights to optimize operations, inform business decisions, and improve product and vendor outcomes. Skilled in translating complex data into actionable recommendations and collaborating with cross-functional stakeholders. Bilingual in English and French.
Overview
11
11
years of professional experience
Work History
Customer Success Analyst
Square Inc
Portland, OR
03.2024 - Current
- Lead performance analysis and reporting for 100+ vendor-supported employees, delivering actionable insights to stakeholders.
- Develop KPI dashboards and ad-hoc reports to inform operational and product decisions.
- Vet product launches to ensure readiness and minimize operational impact.
- Facilitate KPI/OKR review sessions with vendor teams to drive accountability and improvements.
Customer Success Manager
Square Inc
Portland, OR
11.2021 - 03.2024
- Managed a team of up to 30 advocates, using performance data to drive coaching and process improvements.
- Implemented workflow and operational enhancements informed by data analysis and advocate feedback.
- Partnered with stakeholders to standardize support practices and reduce knowledge gaps.
Learning & Development Coach
Square Inc
Portland, OR
06.2021 - 11.2021
- Analyzed onboarding performance, identified gaps, and improved training materials.
- Delivered tool and workflow training for advocate readiness.
Application Support Engineer
Square Inc
Oakland, CA
11.2019 - 06.2021
- Investigated product issues and performed root cause analysis with Engineering.
- Monitored trends to proactively identify high-impact defects and support incident response.
Advanced Support Advocate
Square Inc
San Francisco, CA
07.2018 - 11.2019
- Supported escalated cases and provided coaching based on performance analysis.
- Identified recurring support trends to improve internal processes.
Bilingual SaaS Customer Success Specialist
Square Inc
San Francisco, CA
09.2014 - 07.2018
- Delivered technical support for Appointments, Marketing, and Loyalty products.
- Investigated complex deposit issues for English- and French-speaking merchants.
- Collaborated with Engineering to report and resolve product defects.
Education
Bachelor of Arts - Language, Culture, and Society Sociolinguistics emphasis, TESOL/ESL Focus
University of California, Santa Barbara
Santa Barbara, CA06.2012
Skills
- Business Analysis
- KPI & OKR Frameworks
- Trend & Root Cause Analysis
- Data Reporting & Dashboards
- Vendor & Stakeholder Management
- Process Improvement
- Product Launch Support
- Excel
- Looker
- Salesforce Service Cloud
- Atlassian / JIRA
- Google Workspace
- Coda
- Notion
- ChatGPT
Accomplishments
- Customer’s Choice Lead — Q4 2022: Department’s favorite manager of the quarter
- Top Performer Lead — Q1 2023: Strongest KPI performance among 100 managers across all geographies
- Team Top Performer — Q2 2018 & Q2 2019
LANGUAGES
Bilingual — English & French
Timeline
Customer Success Analyst
Square Inc
03.2024 - Current
Customer Success Manager
Square Inc
11.2021 - 03.2024
Learning & Development Coach
Square Inc
06.2021 - 11.2021
Application Support Engineer
Square Inc
11.2019 - 06.2021
Advanced Support Advocate
Square Inc
07.2018 - 11.2019
Bilingual SaaS Customer Success Specialist
Square Inc
09.2014 - 07.2018
Bachelor of Arts - Language, Culture, and Society Sociolinguistics emphasis, TESOL/ESL Focus
University of California, Santa Barbara
AWARDS
Customer’s Choice Lead — Q4 2022: Department’s favorite manager of the quarter, Top Performer Lead — Q1 2023: Strongest KPI performance among 100 managers across all geographies, Team Top Performer — Q2 2018 & Q2 2019