Senior Customer Success Manager
About The Position
The Senior Customer Success Manager manages a portfolio of clients and partners with senior team members on complex enterprise accounts. Liaising with internal departments, you will be our clients’ key point of contact, addressing and resolving their issues, while benefiting from the support of our dedicated Customer Success, Account Management, Product, and Engineering teams. The successful candidate will utilize their tremendous client management acumen to produce successful outcomes in a deadline-driven environment. With our expanding department and new CS initiatives, the ideal candidate will contribute to the development and improvement of internal processes and workflows in collaboration with the broader team.
Requirements
- 3+ years of digital/search advertising work experience and domain knowledge
- 2+ years experience in any of the following ecommerce advertising platforms: Amazon, Walmart, Instacart, Pacvue, Criteo or CitrusAds (experience with Pacvue strongly preferred)
- Great interpersonal skills, team player and customer service focused attitude
- High threshold for working in an ambiguous, fast paced environment start-up like environment - figuring it out and adapting as you go
- Ability to operate simultaneously and effectively in both tactical and strategic modes
- Strong analytical skills
- Moderate Excel skills
Nice To Haves
- Familiarity with Amazon DSP, Amazon Marketing Cloud, and other display offerings in retail media a strong plus
- Experience with social commerce platforms, like TikTok, a plus
- Customer success, consulting service or pre-sales experience and expertise a plus
Responsibilities
- Make customers successful by providing high quality technical support and service.
- Foster account growth/expansion via new products and markets by executing against established account plans and identifying opportunities to share with senior team members.
- Provide tactical support for priority accounts and support broader account strategy development in partnership with senior team members.
- Proactively identify and escalate complex client issues to senior team members as needed.
- Develop deep expertise in the Pacvue platform and retail media landscape and contribute to internal knowledge-sharing initiatives. Support webinars or training sessions in partnership with senior team members as needed.
- Collaborate with the Pacvue Training and Education team to build out content for product onboarding and education.
- Identify process improvement opportunities and collaborate with the team to enhance current workflows.
- Educate users on latest SaaS platform features.
- Address technical issues relating to software function and upgrades.
- Share client feedback and insights with the R&D team to help inform feature enhancements.
- Create product reports and recreate errors for documentation and communication with developers.
Benefits
- Unlimited Paid Time Off
- Paid Holidays and Floating Holidays
- Medical, Dental, Vision, FSA/HSA, Life Insurance and Pet Insurance
- 401k with Employer Match
- Take up to 2 Days of Paid Time Off to Volunteer with a 501c Organization
- Paid Parental Leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
