Senior Customer Success Manager at Pacvue

United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

eCommerce, Retail, AdvertisingIndustries

Requirements

4-5+ years of managing Amazon Sponsored Ads campaigns and strategy at a brand/manufacturer or at an agency
2+ years of managing Amazon DSP campaigns and strategy (highly preferred)
2+ years of experience managing other ecommerce advertising channels (Walmart, Target, Instacart, etc.) (preferred)
Analytical mindset with the ability to interpret Amazon performance metrics, particularly through Amazon Marketing Cloud, to help generate actionable insights
Strong communication skills to influence product decisions and engage with stakeholders at all levels
Proficiency in utilizing CRM systems to generate reports on account management metrics
Ability to provide insights for SOP revisions based on evolving business needs and industry trends
Capacity to manage projects, timelines, and division of responsibilities effectively
In-depth understanding of eCommerce strategies

Responsibilities

Advise customers on optimal product usage across their journey stages, from onboarding to advocacy
Act as the customer's advocate in resolving escalated troubleshooting and product usage cases
Introduce new products/services to customers, highlighting their potential value
Handle clients of varying complexity levels, identifying growth opportunities and proposing upsells
Identify trends in customer feedback, communicating product improvements and quality of life enhancements
Effectively communicate customer needs to influence product prioritization and engage with executive-level stakeholders for strategic product usage consultation
Identify new data points to enhance customer insights and provide practical feedback to peers and management for SOP revisions
Create, revise, and adhere to project plans and roadmaps, understanding eCommerce strategies for revenue generation, upsell potential, and the nuances of company products
Stay updated on the latest updates to Amazon backend systems and emerging eCommerce trends

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementProduct AdoptionCustomer AdvocacyeCommerceAmazonWalmartInstacartCustomer FeedbackMentoringProduct StrategyMachine LearningAIData Analysis

Questions & Answers

Common questions about this position

What are the key responsibilities of the Senior Customer Success Manager?

The role involves advising customers on product usage, resolving escalated issues, introducing new products, identifying growth opportunities, communicating customer feedback for product improvements, and staying updated on eCommerce trends like Amazon backend updates.

What skills are required for this position?

Candidates need proficiency in guiding customers through product journeys, resolving complex issues, driving upsells, analyzing feedback for product enhancements, communicating with executives, and knowledge of eCommerce strategies and trends.

What is the company culture like at Pacvue?

Pacvue offers an energetic and passionate team focused on winning together, with opportunities to learn from talented mentors, grow quickly in a fast-paced eCommerce environment, and have fun while innovating.

Is this role remote or does it require office work?

This information is not specified in the job description.

What makes a strong candidate for this Senior Customer Success Manager role?

Strong candidates excel in customer advocacy, handling complex client issues, identifying upsell opportunities, influencing product strategy through feedback, mentoring peers, and staying current with eCommerce trends like Amazon systems.

Pacvue

eCommerce advertising and sales optimization platform

About Pacvue

Pacvue provides eCommerce solutions that focus on optimizing advertising and sales for online retailers. Its software platform includes tools for campaign automation, sales analytics, and digital shelf optimization, which help clients manage their online advertising campaigns more effectively. By automating repetitive tasks and centralizing key metrics, Pacvue allows businesses to save time and improve their sales performance. Unlike many competitors, Pacvue emphasizes education and support through resources like Pacvue University, which offers self-guided courses and accreditations. The company's goal is to empower eCommerce businesses, from small entrepreneurs to large enterprises, to succeed in the competitive online marketplace.

Seattle, WashingtonHeadquarters

2018Year Founded

$1.1MTotal Funding

ACQUISITIONCompany Stage

Data & Analytics, Consumer SoftwareIndustries

201-500Employees

Benefits

Unlimited Paid Time Off

Paid Holidays

Medical Insurance

Dental Insurance

Vision Insurance

Health Savings Account/Flexible Spending Account

Life Insurance

Pet Insurance

401(k) Retirement Plan

401(k) Company Match

Paid Parental Leave

Paid Vacation

Risks

Emerging eCommerce platforms with similar tools could erode Pacvue's market share.

Rapid AI development may outpace Pacvue's integration capabilities, risking competitive edge loss.

Economic downturns could reduce demand for eCommerce advertising solutions, impacting revenue.

Differentiation

Pacvue offers a comprehensive platform integrating retail media, commerce operations, and advanced measurement.

The company provides specialized services like Revenue Recovery, enhancing its value proposition.

Pacvue University offers educational resources, supporting client success and satisfaction.

Upsides

AI-driven personalization in eCommerce enhances customer engagement and conversion rates.

Retail media networks expansion provides new opportunities for Pacvue's advertising solutions.

Omnichannel retail strategies offer growth potential for platforms integrating online and offline experiences.

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