Chappaqua, New York, United States
With over a decade of professional experience, I currently serve as the Director of Client Success at ESW, managing a multi-million annual recurring revenue (ARR) portfolio across global ecommerce and digital retail accounts. My expertise lies in client strategy, digital shelf optimization, and international market expansion. I am passionate about fostering meaningful client relationships, driving revenue growth, and developing high-performing teams. As part of ESW, I aim to align with the organization’s mission of delivering outstanding ecommerce solutions while bringing a collaborative and innovative approach to every challenge. At ESW, I lead an agile Client Services team, overseeing contract negotiations, commercial terms, and cross-functional collaboration with data insights and engineering teams to enhance workflows and uncover business opportunities. By cultivating strong partnerships and identifying cross-sell and upsell opportunities across ecommerce channels, our team has consistently delivered exceptional net revenue retention and profitability. My leadership style emphasizes mentorship and professional development, fostering a culture of growth and excellence in service delivery.
Elected office, in service to the Town of New Castle
Senior Account Executive / Client Success Leader | Global Ecommerce & Digital Retail Own and grow a $40M+ ARR book of business across international ecommerce retail accounts, driving profitability and revenue expansion. Lead client strategy end-to-end — from contract negotiation and commercial terms to digital shelf optimization and international market growth. Deliver net revenue retention and upsell by deepening client relationships and identifying cross-sell opportunities across ecommerce channels. Hire, manage, and mentor a 3-person Client Services team, including performance reviews and professional development. Partner cross-functionally with data insights and engineering to streamline workflows and surface business-development opportunities. Serve as executive escalation point and trusted advisor for C-suite client stakeholders.
Act as main point of contact for Thirstie’s suite of 60+ clients; fostering long-term relationships with business leaders to ensure alignment on projects, goals, and media attention. Built, managed, and mentored a team of 3 Client Service Managers and an Onboarding Manager. Responsible for all aspects of team management, including hiring, firing, and performance reviews. Liaise across departments, working closely with engineering & data insights teams to ensure streamlined processes and collaboration for the promotion of mutually beneficial business-development opportunities. Prepare internal company-wide communications to keep staff informed of organizational strategy updates and connected to brand mission. Act as a trusted advisor to CEO and COO on media outreach and client relations. Member of Thirstie leadership team; contributing thought leadership to strategy across business operations. Recognized internal expert.
As the Director of Client Services at Statista, I am responsible for our entire North American Client Services team, with a book of business that includes over 1,100 corporate clients. Independently designed a comprehensive client services process; building a department structure and strategy from scratch - from onboarding through the full client lifecycle process. Oversee CRM strategy development and execution; designing and managing daily team operations. including the design of outreach strategies such as email drip campaigns, drafting communication materials, identifying upsell opportunities, and customizing engagement plans. Design and execute a data collection methodology and conduct analyses using expert excel skills to identify and track at-risk and high-priority clients. Create a custom-designed client engagement report, for weekly reporting and quarterly strategy-setting. Lead the client services team. Responsible for overseeing management of all 1,000+ Western Hemisphere corporate clients, fostering long-term relationships with business leaders to upsell accounts and raise overall client retention. Responsible for managing a team of six Client Service Managers. In a supervisory role, act as a mentor to help Managers develop and leverage their business acumen and CRM skill-set. Responsible for all aspects of team management, including: hiring, firing, performance reviews. Liaise across teams, working closely with sales directors to ensure streamlined processes and collaboration for the promotion of mutually beneficial business-development opportunities. Serve as a member of the Statista North-America leadership team; contributing thought leadership to strategy and operations as part of the US decision-making team of Directors, reporting directly to company CMO. Run weekly all-staff meetings, presenting KPIs across verticals and lead discussions on upcoming engagement strategies.
Responsible for timely articles featured on the front Huffington Post Sports Page http://www.huffingtonpost.com/eric-marmon/