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 Customer Success Manager can develop relationships and with an assigned book of Pacvue’s clients and may assist with larger or more complex accounts. Liaising with internal departments, you will be a day-to-day contact for client requests, addressing and resolving their issues within established processes, while benefiting from the support of our dedicated Customer Success, Account Management, Product, and Engineering teams. The successful candidate will utilize their client management skills to produce successful outcomes in a deadline-driven environment. With our expanding department and new CS initiatives, the ideal candidate will also support ongoing internal processes and workflows and provide feedback for continuous improvement. 

Responsibilities:

• 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. 

Skills & Qualifications:

• 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  

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 $70,000-$90,000 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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