Customer Success Specialist

Customer Success Specialist Profile:

Fueled by our customers and business growth, we’re looking for Customer Success Specialists to run and grow relationships with our customers, ensuring they are successfully adopting the product.

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

In this role you will:

• Manage Customer's advertising spend to approved budgets
• Maximize customers ad performance by following CIQ best practices and leveraging CIQ tools
• Adjust advertising campaigns to meet Join Success Plan KPI
• Collaborate with Engineering and platform team for product improvements
• Communicate and collaborate closely with account CSM
• Perform deep-dive analysis on customer advertising performance and recommend appropriate adjustments
• Work A-synchronously with US team to achieve customer JSP's

Preferred Qualities or Experience:

• Bachelor's degree, preferably in Business, Marketing, Communication, Economics or related field
• 2+ total years of professional work experience
• 1+ years experience in running media and advertising engagement with customers, in a consulting/agency role
• Experience in managing e-commerce marketing budgets (specifically on Amazon, Walmart, Kroger, Instacart) at well-respected agencies for large enterprise brands
• Experience managing Amazon search (AMS) and display (DSP) marketing budgets in the multi-million dollar range
• 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.

Nice to have:

• Experience working with omnichannel such as Wal-Mart, Instacart, etc..
• Knowledge of Amazon marketing tools (AMS, AMG, AAP, etc)
• Track record of retaining and renewing Enterprise customers in the SaaS space

Personal Traits:

• Embodies CIQ’s Leadership Principles: Customer Obsession, Think Big, take bets and innovate, Win as a team, Take Ownership and deliver results, Dive Deep, Bias for Action and Learn and be Curious