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 will have the opportunity to develop deep relationships and work with an assigned book of Pacvue clients. 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 also play a key role in creating, maintaining, and building internal processes and workflows.

Responsibilities:

• Make customers successful by providing high quality technical support and service.
• Foster account growth/expansion via new products and markets.
• Tactical and strategic support for priority accounts and maintain relationships with key agencies and brands.
• Be an escalation point for client issues and be a client centric problem solver.
• Be a subject matter expert on the Pacvue platform and retail media in general. Contribute to the creation of training or marketing assets. Participate in webinars as a subject matter expert as needed.
• Collaborate with the Pacvue Training and Education team to build out content for product onboarding and education.
• Identify areas where process improvements can be made and execute an action plan to improve current processes.
• Educate users on latest SaaS platform features.
• Help with pre-sales activities to demonstrate function features and provide advertising optimization recommendations to users.
• Address technical issues relating to software function and upgrades.
• Assist in feature design with the R&D team.
• Create product reports and recreate errors for documentation and communication with developers.
  
  

Skills & Qualifications:

• 4-5 years of digital/search advertising work experience and domain knowledge
• 2-3 years experience in any of the following ecommerce advertising platforms: Amazon, Walmart, Instacart, Criteo, Kroger (experience with Amazon DSP and with Pacvue, or a similar technology, strongly preferred)
• Spanish fluency a plus
• Customer success, consulting service or pre-sales experience and expertise
• 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 are a must
• Moderate Excel skills are a must
  
  

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
  
  

Pacvue is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.