Customer Success Manager - Remote

Overview

We are seeking a Customer Success Manager who excels in guiding Commerce customers at every stage of their journey, ensuring they maximize product usage. As a customer advocate, this role resolves complex issues, introduces new offerings, and identifies avenues for growth within client accounts.

In Short

• 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.

Requirements

• 2+ years of managing an Amazon business at a brand/manufacturer or at an agency.
• 1-2 years of experience managing other ecommerce channels (Walmart, eBay, Target, etc.) preferred.
• English speaking plus additional European language required. German, French, Spanish or Portuguese.
• 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 or France.

Benefits

• Be on the cutting edge - Pacvue is transforming the way brands and sellers win online.
• 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.