Customer Success Manager

Summary

Join Pacvue as a Customer Success Manager and guide eCommerce customers through their journey, maximizing product usage. As a customer advocate, you will resolve complex issues, introduce new offerings, and identify growth opportunities. You will leverage customer feedback to drive product enhancements and mentor peers. Effective communication with stakeholders is crucial to shape product strategy. Staying updated on eCommerce trends is essential. This role requires a deep understanding of Amazon and other eCommerce platforms.

Requirements

• 2+ years of managing an Amazon business at a brand/manufacturer or at an agency
• 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 business needs and industry trends
• Capacity to manage projects, timelines, and division of responsibilities effectively
• In-depth understanding of eCommerce strategies, product nuances, Amazon backend systems, and industry trends

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

Preferred Qualifications

• 1-2 years of experience managing other ecommerce channels(Walmart, eBay, Target, etc..)
• Candidates based in EST

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