Customer Success Manager

Role Overview

• Ensure customer success by providing reliable, high-quality technical support and responsive service.
• Foster account growth/expansion by identifying opportunities and sharing them with senior team members.
• Provide tactical account support by executing established account plans and documenting client progress.
• Escalate complex client issues to senior team members and leadership as appropriate.
• Develop working knowledge of the Pacvue platform and retail media landscape and participate in internal training and knowledge-sharing activities.
• Collaborate with the Pacvue Training and Education team to build out content for product onboarding and education by providing feedback and assisting with documentation as needed.
• Follow established team processes and suggest improvements through appropriate channels.
• Educate users on latest SaaS platform features with guidance from senior team members when needed.
• Address technical issues relating to software function and upgrades by troubleshooting common issues and escalating advanced concerns.
• Collect and share client feedback with R&D team senior team members to help inform product discussions.
• Create product reports and recreate errors for documentation and communication with developers under guidance from senior team members.

Requirements

• 2+ 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)
• 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
• 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 primarily tactical execution-focused responsibilities while developing strategic skills over time
• Strong analytical skills
• Moderate Excel skills

Tech Stack

• Cloud

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