Senior Customer Success Manager

About Us:

Pacvue is the leading software suite for eCommerce advertising, sales, and intelligence. We help some of the world’s largest brands grow their business on Amazon, Walmart, Instacart, and other marketplaces and work with sellers and agencies of all sizes to help them compete in the constantly changing world of online retail. Our mission is to empower teams to win in the future of eCommerce, and we do it by building first-to-market technology, solving complex problems with our customers, and bringing expertise, collaboration, and innovation to our work every single day. 

Why work at Pacvue? 

• Be on the cutting edge - Pacvue is transforming the way brands and sellers win online.  Our product uses machine learning, artificial intelligence, and data to make intelligent decisions and recommendations. 
• Have fun – we have an energetic and passionate team with a joint mission to win and help our brands and sellers succeed. 
• Learn – from the best!  Our team is full of talented people who want to help you learn, grow – providing you with mentorship, the industry’s best practices and thought leadership.  
• Grow fast – the eCommerce industry has grown fast in the past 2-3 years. Pacvue has grown even faster than most high-tech companies in the market. 

About the role:

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. 

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. 

Skills & Qualifications:

• 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 

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

The annual base salary range for this position is $90,000-$105,000 USD. The actual salary will vary depending on the applicant’s experience, skills, and abilities as well as internal equity and market data for their location. This position is also eligible for an additional annual bonus compensation through one of Pacvue’s highly attractive incentive plans, full details will be provided during the recruitment process.   

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