Customer Success Manager, Advertising - Tulsa, United States - Commerceiq

Description

Customer Success Manager, Advertising (Agency)

At CommerceIQ, we help consumer brands accelerate their retail ecommerce market share growth and profitability through machine learning algorithms.

We are building the world's most complete and sophisticated Retail Ecommerce Management Platform, which connects and intelligently automates the management of retail ecommerce channels like Amazon, Walmart, and Instacart, across the entire ecommerce operational chain of retail media management, sales operations, supply chain, and digital self analytics.

We are in hyper growth mode, having recently raised our Series D funding at unicorn valuation (>$1B)

and ended our third year of triple-digit revenue growth.

Continued acceleration of our growth is fueled by landing new customers, expanding our platform through new products, managing new retail ecommerce platforms, and delivering exceptional customer service to unlock high net retention rates.

This role is remote and can be located anywhere in the United States.

The Role:
Fueled by our customer and business growth, we're looking for

Customer Success Managers

to run and grow relationships with our Agency customers, ensuring they are successfully adopting the product.

The goal of our Customer Success Managers at CommerceIQ is, simply, to help our customers achieve profitable revenue growth using our platform.

They do so by partnering with the CommerceIQ Customer Success Team and other cross-functional partners to onboard, train, and provide day-to-day support for our Agency customers.

Since we partner with e-commerce sales and marketing operations teams on growing their Amazon business, our Customer Success Managers need to be skilled at understanding the customer's business priorities and able to map the product capabilities of CommerceIQ and the Amazon ecommerce platform.

What You'll Do:
Be an expert on the CommerceIQ platform and act as a vital resource for helping with training, questions, and troubleshooting Agency customer issues for Retail Media
Comprehend Agency's requirements by Retailer, subsequently strategize, coordinate, and oversee every aspect of a collaborative success plan enabled on CommerceIQ platform for Retail Media
Manage Agency engagements, owning Agency clients and their usability of CommerceIQ Retail Media products
Assist Agencies in activating CommerceIQ Retail Media Tools (Bidding Automation, Day Parting, Market Insights, etc) for their brands
Consult Agency customers to assist in strategy and proper implementation of CommerceIQ features to execute the strategies
Be a subject matter expert in Ecommerce/Retail Media advertising for our Agency customers, guiding them on how to drive growth for our customers
Perform deep data analysis to assist the Agency in identifying strategic insights
Move the needle with respect to the client's KPIs and continuously showcase the value of CommerceIQ's platform throughout the engagement period
Collaborate with our internal teams to shape new features
Take ownership of customer service requests by coordinating with the technical support and engineer teams to ensure requests are addressed quickly and with a high level of satisfaction
Advise our Sales team on upselling & cross-selling opportunities that will help our customers succeed
Conduct regular weekly, monthly, and quarterly calls, engaging with the Agency client's essential decision-makers to explain the factors influencing KPI figures
Proactively monitor and track progress towards goals versus actual performance, deriving actionable insights to help achieve the customer's objectives
Develop a deep understanding of the customer's business and industry to provide tailored solutions and advice
Anticipate the risk of customer churn by analyzing their engagement levels and effectively communicate these predictions to superiors
Foster cross-team collaboration to ensure seamless operational workflows
Exhibit a high level of ownership on the success of assigned portfolio of accounts
Explore innovative approaches to enhance efficiency in client communication and elevate overall satisfaction levels
Strive for absolute client satisfaction and actively contribute to the successful renewal of accounts upon the contract's conclusion

What You'll Bring:
Bachelor's degree, preferably in Business, Marketing, Communication, Economics or related field
5+ total years of professional work experience
3+ years experience in running retail media and advertising engagement with customers in a consulting/agency role
Experience in managing Ecommerce/Retail Media marketing budgets (specifically on Amazon, Walmart, Kroger, Instacart, etc) at well-respected agencies for large enterprise brands
Experience managing Amazon search (AMS)
Well-versed in Bid and Budget management, content optimization, and promotion planning
An analytical approach to problem-solving with advanced Excel skills
Project management experience and ability to anticipate and mitigate risks
Proven Experience in working with VP, SVP, and C-level executives of enterprise-level companies
Excellent presentation and communication skills, including both oral and written
Track record of retaining and renewing Enterprise customers in the SaaS space.
Highly competitive pay, benefits, and early stage stock options
Unlimited PTO
Work from home benefits, including flex WFH hours and home office set-up reimbursement
Monthly cell phone, internet, and gym/fitness reimbursement
Comprehensive health, dental, vision, and life insurance benefits
We are an equal opportunity employer and value diversity at our company.

We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Are you legally authorized to work in the United States of America?

• Will you now or in the future require visa sponsorship from CommerceIQ to continue working in the United States?
• For government reporting purposes, we ask candidates to respond to the below self identification survey.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in CommerceIQ's Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.

As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA.

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A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S.

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An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S.

military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

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For government reporting purposes, we ask candidates to respond to the below self-identification survey.
Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in CommerceIQ's Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

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If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.

As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA.

Classification of protected categoriesis as follows:
A "disabled veteran" is one of the following: a veteran of the U.S.

military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S.

military, ground, naval, or air service.
An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S.

military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S.

military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

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