Senior Customer Success Manager

Employment Type: [Not Specified] Location Type: [Not Specified] Salary: [Not Specified]

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:

We are seeking a Senior Customer Success Manager who excels in guiding Commerce customers at every stage of their journey, ensuring they maximize product usage. As a customer advocate, this role resolves complex issues, introduces new offerings, and identifies avenues for growth within client accounts. Proficient in driving enhancements from customer feedback, this individual also mentors peers while effectively communicating customer needs to shape product strategy. Keeping abreast of evolving eCommerce trends and systems is a natural part of their commitment to delivering exceptional service.

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.
• Contribute insights for Commerce CS SOPs, manage their rollout, and informally mentor junior colleagues.
• 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 & Qualifications:

• 4+ years of managing an Amazon business at a brand/manufacturer or at an agency.
• 4+ years of experience managing other ecommerce channels (Walmart, eBay, Target, etc.) preferred.
• English speaking plus additional European language required (German, French, Spanish).
• Analytical mindset with the ability to interpret Amazon performance metrics and 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 [Information Incomplete].