Senior Customer Success Manager

Summary

Join Pacvue as a Senior Customer Success Manager and guide eCommerce customers through their journey, maximizing product usage. You will act as a customer advocate, resolving complex issues, introducing new offerings, and identifying growth opportunities. This role involves driving product enhancements based on customer feedback, mentoring peers, and communicating customer needs to shape product strategy. You will need to stay current on eCommerce trends and systems. The position requires 4+ years of Amazon business management experience and proficiency in CRM systems. Candidates should be based in the UK, France, or Germany.

Requirements

• 4+ years of managing an Amazon business at a brand/manufacturer or at an agency
• 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 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
• Candidates can be based in the United Kingdom, France, or Germany

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

4+ years of experience managing other ecommerce channels (Walmart, eBay, Target, etc..) preferred