Customer Success Manager, Ecommerce/Amazon Advertising

We’re growing and we are looking to add a passionate Customer Success Manager with an eCommerce/ Amazon Advertising background to our fast-paced and customer-oriented Enterprise Customer Success team. 

Location: We’re a remote-first company and looking to hire this person anywhere between the PST - EST timezone.

Interested in learning more? Let’s get into the details:  

In the Customer Success role, you will:

• Build and deepen client success through onboarding, training, and account management.  As a primary evangelist for Jungle Scout, you’ll guide brands and agencies to realize the value of our solutions, engendering trust and growing our relationships.
• Understand customer goals and demonstrate the value of our products to new and existing customers and to build alignment and drive adoption of our platform.
• Facilitate kickoff and onboarding customers to jumpstart their use and guidance towards a-ha moments with Downstream and Cobalt.
• Own existing and new customers and ensure their success in using Downstream and Cobalt.
• Act as account manager with command of all elements (influencers across lines of business, client use cases, opportunities, defined customer success), and owning their project, upsells and renewals.
• Deliver the target performance metrics from the accounts (adoption, expansion, and renewals).
• Achieve high customer satisfaction (referenceability, happiness, NPS)
• Build and maintain key customer relationships, and develop and implement playbooks and strategies for expanding their accounts.
• Act as the Voice of the Customer for cross-functional teams. Anticipate, communicate and coordinate new customer needs and/or product enhancements that will help shape the Product Roadmap to deliver customer value.
• Develop and deliver thoughtful use case based training to our customers.
• Work closely with our Product, UX and Sales teams to ensure Jungle Scout is capturing friction points, and issues to deliver products our users love and value.
• Partner with customers as their primary point of contact to ensure they are receiving efficient resolution of their reported issues.
• Provide weekly updates and insights to report on customer engagement, usage, health, feedback, and growth opportunities.
• Partner with Account Manager to drive customer expansion through identification of value add tools, and meet all renewal targets.

Who you are: 

• You are an Amazon or eCommerce expert with experience working in a consultative capacity with e-commerce tools, brands, agencies, or selling on Amazon, Walmart, or other marketplaces. 
• You have experience providing strategic guidance with e-commerce teams and/or managed services experience in the e-commerce space.
• Solid understanding and practical experience managing Amazon Advertising PPC and Amazon DSP (both 2 years+), experience with Walmart Advertising.
• Familiar with Amazon Sponsored Ad management tools or prior professional experience in digital advertising.
• Experience working with either Seller Central, Vendor Central or Walmart Marketplace managing accounts or customers.
• Extremely strong communication and presentation skills, both written and verbal. Good meeting presence. 
• Ability to create content in a variety of forms, including written and video.
• Able to quickly learn new products and applications in order to be able to help our customers use and obtain value from them (experience using Amazon advertising, eCommerce tools and Jungle Scout is a plus).
• Ability to synthesize information and draw conclusions based on trends, and data.
• Your experience includes data analytics to help a business optimize its performance, maximize profit, or make more strategically-guided decisions.
• Thrives in a rapidly changing, fast ­growing environment and can build extremely strong working relationships across teams, especially when there is shared ownership over some aspects of the projects and initiatives.
• Bonus: Bilingual or more (Spanish, French, German, Italian)