Senior Customer Success Manager
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Job Description
Senior Customer Success Manager managing enterprise clients for Pacvue’s commerce media advertising platform. Driving account growth, technical enablement, and product improvements.
Responsibilities:
- Make customers successful by providing high quality technical support and service, serving as a trusted consultant for Pacvue enablement
- Foster account growth and expansion via new products and markets by developing and executing account plans
- Independently own broader account strategy development for priority accounts
- Act as the escalation point for client issues and resolve matters using judgment and precedent
- Serve as a go-to resource for teammates on the Pacvue platform and retail media landscape
- Collaborate with the Pacvue Training and Education team to build product onboarding and education content
- Identify process improvement opportunities and enhance current workflows
- Educate users on the latest SaaS platform features
- Address technical issues relating to software function and upgrades
- Share client feedback and insights with the R&D team to inform feature enhancements
- Create product reports and recreate errors for documentation and communication with developers
Requirements:
- Typically 5+ years of digital/search advertising and platform experience, demonstrating complete mastery of the specialization
- 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:
- Flexible Paid Time Off
- Paid Holidays and Floating Holidays
- Medical, Dental, Vision, FSA, HSA with employer contribution, 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
- Company-subsidized membership to Wellhub and Peloton
- Fertility and family-building information platform through Carrot
- Additional annual bonus compensation through one of Pacvue’s highly attractive incentive plans
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