Senior Customer Onboarding Manager

Summary

Join Pacvue as a Senior Customer Onboarding Manager and lead clients through a seamless onboarding experience with our eCommerce advertising software. You will build strong relationships, guide clients through the platform's functionalities, and ensure they effectively utilize Pacvue's tools. This role requires expertise in retail media, digital marketing, and strong client management skills. You will be responsible for tailoring onboarding plans, resolving technical issues, and collaborating with cross-functional teams. Continuous process improvement and contributing to product development are also key aspects of this position. The ideal candidate will have a proven track record of success in eCommerce and a deep understanding of retail media platforms.

Requirements

• 3+ years of success in ecommerce sales, digital marketing, or paid search/display advertising, particularly on platforms like Amazon, Walmart, and Instacart, Criteo, or CitrusAds
• Extensive experience in leading cross-functional initiatives involving product management, project management, financial analysis, and negotiation
• Proven success in managing high-impact client relationships, ensuring measurable and long-term client outcomes
• Impeccable organizational skills, with an ability to manage complex projects, track multiple deliverables, and ensure all tasks are completed on time. For example; You are expected to manage multiple onboarding sessions efficiently, ensuring that deadlines are met without exception and that clients receive timely responses
• Demonstrate deep understanding of retail media platforms, digital marketing tools, and AdTech software, with a focus on effective campaign creation and management
• You must excel in both written and verbal communication, ensuring that complex concepts are broken down professionally, clearly and consistently
• Ability to craft and deliver strategic advertising recommendations that optimize retail media performance and meet client objectives
• Proven ability to analyze complex data sets, identify performance metrics, and provide actionable insights to drive client decisions and optimizations
• Demonstrate an in-depth understanding of how retail media, sales, and operations work together
• Demonstrated ability to thrive in dynamic, high-pressure settings where you must quickly adapt and execute. For example; Your ability to troubleshoot issues in real-time and present clients with viable, quick solutions will be key to your success
• You are expected to have or quickly acquire comprehensive knowledge of Pacvue’s products, including their features, benefits, and applications in various client environments
• Maintain up-to-date knowledge of ecommerce retailers and their advertising platforms. This includes knowing the latest updates and releases and being aware of industry best practices to inform client strategy
• Consistently seek out inefficiencies and bottlenecks in workflows, implementing data-driven improvements that streamline operations

Responsibilities

• Fully own & lead the client relationship by building solid rapport, demonstrating transparency, and delivering results against the onboarding plan from start to finish, ensuring that every client fully understands and efficiently uses the Pacvue platform within the defined onboarding timeline
• Serve as the client’s trusted guide and guardian throughout the onboarding process, proactively navigating them through complex challenges and ensuring they feel supported as they reach key milestones and achieve long-term success
• Be a subject matter expert on the Pacvue platform and retail media best practices
• Tailor and execute strategic onboarding plans to client needs, ensuring they understand how new Pacvue features drive their business
• Diagnose and resolve technical issues related to software functionality quickly and efficiently, demonstrating the ability to work with cross-functional teams to find solutions without impacting the client experience
• Ensure a seamless handoff to Customer Success and Sales post-onboarding. This includes ensuring that all necessary client information, documentation, and next steps are thoroughly prepared and communicated before handover
• Participating in pre-sales activities where necessary to demonstrate the capabilities of the Pacvue platform, helping potential clients understand the value and impact of using the tool and the support they will provide from Onboarding and other support functions
• Collaborate with the Training and Education team to enhance onboarding materials, always seeking to improve the content, format, and effectiveness of onboarding resources
• Conduct thorough analysis of current workflows to identify bottlenecks and areas for improvement
• Collaborate with R&D teams to offer constructive feedback on product features, based on your expertise and client insights, to drive product improvement
• Ownership of process improvements: Take full responsibility for identifying, designing, and implementing improvements that drive operational efficiency and enhance the client onboarding experience

Benefits

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