Sr. Customer Success Manager

Pacvue is hiring a Senior Customer Success Manager to manage enterprise client relationships and serve as the key contact for resolving client issues. The role focuses on customer enablement, account growth and strategy, technical support, and improving internal processes and workflows.

Responsibilities

• Make customers successful by providing high quality technical support and service. Become a true trusted consultant to hands on key teams for all things Pacvue enablement
• Foster account growth/expansion via new products and markets by developing and executing account plans, using judgment to identify new opportunities
• Independently own broader account strategy development for priority accounts, partnering with senior team members only at key milestones for review and alignment
• Act as the escalation point for client issues, independently resolving matters using judgment and precedent, looping in leadership only on critical, business-wide risks
• Bring complete mastery of the Pacvue platform and retail media landscape, serving as a go-to resource for teammates on platform and industry questions
• Collaborate with the Pacvue Training and Education team to build out content for product onboarding and education
• Identify process improvement opportunities and collaborate with the team to enhance current workflows
• Educate users on latest SaaS platform features
• Address technical issues relating to software function and upgrades
• Share client feedback and insights with the R&D team to help inform feature enhancements
• Create product reports and recreate errors for documentation and communication with developers

Preferred

• 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
• Experience with social commerce platforms, like TikTok
• Customer success, consulting service or pre-sales experience and expertise
• Ecommerce advertising platforms
• Amazon
• Walmart
• Instacart
• Pacvue
• Criteo
• CitrusAds
• Amazon DSP
• Amazon Marketing Cloud
• Retail media display advertising
• Social commerce platforms
• TikTok
• Customer success
• Consulting services
• Pre-sales

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

Company

• Commerce operating system for retail media, management, and measurement
• Los Angeles, California, USA
• https://www.pacvue.com/
• Founded in 2017
• 501-1000 employees

Qualifications

• Typically 5+ years of digital/search advertising and platform experience, demonstrating complete mastery of the specialization
• 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
• 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
• Experience with social commerce platforms, like TikTok
• Customer success, consulting service or pre-sales experience and expertise

Required skills

• Digital Advertising, Search Advertising, E-commerce Advertising, Amazon, Walmart, Instacart, Pacvue, Criteo, CitrusAds, Amazon DSP, Amazon Marketing Cloud, TikTok, Customer Success, Consulting, Pre-sales, Microsoft Excel

Preferred skills

• experience with Pacvue strongly preferred, Experience with social commerce platforms, like TikTok

Experience

• 5+ years