Customer Success Specialist: Advertising (Ad search)

• 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 platfor

In this role you will:

• Understand customer needs, to then plan, organize and manage all phases of a joint success plan, then focus on how we use our product to help customers meet those needs.
• Be an expert on the CommerceIQ platform and act as a vital resource for helping with training, questions, and troubleshooting customer issues.
• Managing client s advertising budget and driving success
• Be a subject matter expert in e-commerce advertising for our customers, guiding them on how to drive growth for our customers.
• Perform deep data analysis to answer the client s strategic questions, and drive action
• 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 through 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.

Preferred Qualities or Experience:

• Bachelors 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