Senior Customer Onboarding Manager

About Us:

Pacvue is the leading software suite for eCommerce advertising, sales, and intelligence. We help some of the world’s largest brands grow their business on Amazon, Walmart, Instacart, and other marketplaces and work with sellers and agencies of all sizes to help them compete in the constantly changing world of online retail. Our mission is to empower teams to win in the future of eCommerce, and we do it by building first-to-market technology, solving complex problems with our customers, and bringing expertise, collaboration, and innovation to our work every single day. 

Why work at Pacvue? 

• Be on the cutting edge - Pacvue is transforming the way brands and sellers win online.  Our product uses machine learning, artificial intelligence, and data to make intelligent decisions and recommendations. 
• 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. 

About the role:

As the Senior Customer Onboarding Manager at Pacvue, your role is pivotal in ensuring our clients' journey begins with a strong launch. You are tasked with orchestrating a seamless and efficient onboarding process, embodying the role of both a guide and a guardian through this critical phase. With a mindset akin to that of a concierge service, you'll provide timely, proactive support, building trust and instilling confidence in our clients from the outset. You'll also look for ways to improve how we do things. This position requires a blend of technical know-how in  retail media and exceptional interpersonal skills. 

 Responsibilities:

• Oversee the entire onboarding process for new clients, creating customized plans that ensure successful adoption of Pacvue’s platform. 
• Develop and refine advanced onboarding frameworks for Tier 1 & 2 clients, focusing on sophisticated strategies for tag organization, share of voice tracking, and budget management. 
• Act as the senior point of contact for new clients, facilitating seamless communication between clients and internal teams, addressing complex issues with strategic solutions. 
• Provide expert-level insights and guidance on the Pacvue platform and broader retail media landscape, enhancing client understanding and platform utilization. 
• Identify and implement strategic process improvements to elevate the client onboarding experience. 
• Work closely with sales and customer success teams to ensure smooth handoffs, a seamless integration and a fluid transition from onboarding to ongoing support, emphasizing continuity and relationship building. 
• Drive cross-functional initiatives to optimize customer success through improved onboarding. 
• Engage in pre-sales demonstrations, showcasing the platform’s capabilities and advising on best practices. 

Skills & Qualifications:

• 5+ years in digital/search advertising, with a significant focus on e-commerce platforms such as Amazon, Walmart, or Instacart.
• Deep familiarity with e-commerce advertising platforms, with a preference for candidates with extensive experience with Pacvue.
• Exceptional interpersonal and leadership skills, with a proven track record of managing complex client facing projects in a fast-paced environment. 
• Extensive experience in customer success or consulting roles, demonstrating an ability to lead strategic client engagements. 

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