Manager of Client Success

Xnurta • Portland, OR

3d

About The Position

As the Manager of Client Success, you will be responsible for ensuring clients have a positive experience from the start, providing top-tier support, and overseeing the work of other Client Success Managers. Your team will be client-centric, understanding customer needs in all aspects of their work. You will also continuously look for ways to improve onboarding processes, build and scale workflows and documentation to support client growth, collaborate cross-functionally with internal stakeholders, mentor Client Success Managers, identify up-sell opportunities, and develop creative solutions to reduce churn.

Requirements

• 5-7+ years' experience in Amazon digital advertising (Search/DSP) with a deep understanding of the industry.
• 5+ years of experience with Martech SaaS tools similar to Xnurta.
• 1-2 years’ of experience leading a team.
• Experience with any of the following e-commerce advertising platforms: Amazon, Walmart, Instacart, Xnurta, or Criteo.
• A proven track record of success in customer success, consulting, or pre-sales.
• Excellent interpersonal skills, with an emphasis on teamwork and customer service.
• The ability to thrive in an ambiguous and dynamic start-up environment with a knack for problem-solving and flexibility.
• Ability to effectively manage both tactical tasks and strategic planning.
• Strong technical aptitude with excellent problem-solving and troubleshooting skills.
• Strong communication skills, both written and verbal.

Responsibilities

• Responsible for leading the Client Success Management team at Xnurta, including onboarding, training, and mentoring team members.
• Train CSMs on how to identify and grow their assigned book of business by introducing new services and up-selling opportunities.
• Maintain strong relationships with key agencies and brands while providing tactical and strategic support to our Enterprise accounts.
• Provide lead support for client escalations and adopt a client-centered approach to solving problems.
• Provide expert insight during webinars and sales support as needed, and lead the development of training materials.
• Keep Enterprise users up-to-date with Xnurta’s latest features to maximize its potential.
• Assist in the resolution of technical issues relating to the functionality and updates of Xnurta.
• Ensure clear communication with the Product Team by compiling product reports and systematically documenting errors.
• Serve as the lead subject matter expert for utilizing Xnurta and resolving technical issues.
• Produce a weekly leadership readout summarizing account health, escalations, adoption, and onboarding status.

Benefits

• Competitive salary and benefits package.
• A supportive and inclusive work environment.
• Unlimited PTO

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed