Senior Customer Success Manager

Pacvue•Chicago, IL

51d•Remote

About The Position

We are seeking a Senior Customer Success Manager who excels in guiding Commerce customers at every stage of their journey, ensuring they maximize product usage. As a customer advocate, this role resolves complex issues, introduces new offerings, and identifies avenues for growth within client accounts. Proficient in driving enhancements from customer feedback, this individual also mentors peers while effectively communicating customer needs to shape product strategy. Keeping abreast of evolving eCommerce trends and systems is a natural part of their commitment to delivering exceptional service.

Requirements

4-5+ years of managing Amazon Sponsored Ads campaigns and strategy at a brand/manufacturer or at an agency
Strong communication skills to influence product decisions and engage with stakeholders at all levels.
Proficiency in utilizing CRM systems to generate reports on account management metrics.
Ability to provide insights for SOP revisions based on evolving business needs and industry trends.
Capacity to manage projects, timelines, and division of responsibilities effectively.
In-depth understanding of eCommerce strategies, product nuances, Amazon backend systems, and industry trends.
Analytical mindset with the ability to interpret Amazon performance metrics, particularly through Amazon Marketing Cloud, to help generate actionable insights

Nice To Haves

2+ years of managing Amazon DSP campaigns and strategy highly preferred
2+ years of experience managing other ecommerce advertising channels (Walmart, Target, Instacart, etc..) preferred

Responsibilities

Advise customers on optimal product usage across their journey stages, from onboarding to advocacy.
Act as the customer's advocate in resolving escalated troubleshooting and product usage cases.
Introduce new products/services to customers, highlighting their potential value.
Handle clients of varying complexity levels, identifying growth opportunities and proposing upsells.
Identify trends in customer feedback, communicating product improvements and quality of life enhancements.
Effectively communicate customer needs to influence product prioritization and engage with executive-level stakeholders for strategic product usage consultation.
Identify new data points to enhance customer insights and provide practical feedback to peers and management for SOP revisions.
Create, revise, and adhere to project plans and roadmaps, understanding eCommerce strategies for revenue generation, upsell potential, and the nuances of company products.
Stay updated on the latest updates to Amazon backend systems and emerging eCommerce trends.