Senior Customer Success Manager

Pacvue is the leading software suite for eCommerce advertising, sales, and intelligence. The Senior Customer Success Manager manages a portfolio of clients, ensuring their success by providing high-quality technical support and fostering account growth while collaborating with various internal teams.

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

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)
• 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 both tactical and strategic modes
• Strong analytical skills
• Moderate Excel skills