Customer Success Manager, Ecommerce/Amazon Advertising

At Jungle Scout, we are on a mission to empower entrepreneurs and brands to grow successful e-commerce businesses, and we provide the industry-leading data, powerful tools, and resources they need.
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:

• 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.
• Provide weekly updates and insights to report on customer engagement, usage, health, feedback, and growth opportunities.
• 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.
• 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.
• Achieve high customer satisfaction (referenceability, happiness, NPS)
• 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.
• Build and maintain key customer relationships, and develop and implement playbooks and strategies for expanding their accounts.
• Partner with customers as their primary point of contact to ensure they are receiving efficient resolution of their reported issues.
• 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.
• Partner with Account Manager to drive customer expansion through identification of value add tools, and meet all renewal targets.
• Develop and deliver thoughtful use case based training to our customers.
• Deliver the target performance metrics from the accounts (adoption, expansion, and renewals).

Who you are:

• Extremely strong communication and presentation skills, both written and verbal. Good meeting presence.
• Your experience includes data analytics to help a business optimize its performance, maximize profit, or make more strategically-guided decisions.
• You have experience providing strategic guidance with e-commerce teams and/or managed services experience in the e-commerce space.
• 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 create content in a variety of forms, including written and video.
• Bonus: Bilingual or more (Spanish, French, German, Italian)
• 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.
• Experience working with either Seller Central, Vendor Central or Walmart Marketplace managing accounts or customers.
• 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.
• Ability to synthesize information and draw conclusions based on trends, and data.
• 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.

About Jungle Scout
Jungle Scout is the leading all-in-one platform for selling on Amazon, supporting more than $50 billion in annual Amazon revenue. Founded in 2015 as the first Amazon product research tool, Jungle Scout today features a full suite of best-in-class business management solutions and powerful market intelligence resources to help entrepreneurs and brands manage their e-commerce businesses. Jungle Scout is headquartered in Austin, Texas and supports 10 global Amazon marketplaces.
The Jungle Scout team is a group of smart, motivated, and fun-loving professionals working hard to help our customers achieve success. We have a remote-first culture with employees across the world as well as in our hub offices in Austin, TX and Vancouver, BC. We believe team members should have the opportunity to choose the work environment that works best for them, so we give our team members the option of working from home, at one of our hub offices, or from a co-working space.
Working at Jungle Scout
💥The BEST team.
💥Remote-first culture.
💥Access to Jungle Scout tools & experts.
💥Competitive compensation packages
💥Performance Bonus.
💥Flexible Vacation.
💥Comprehensive Health Benefits & Retirement Program.
💥A growth culture!
We prioritize Diversity, Equity, and Inclusion
At Jungle Scout, we hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger.
Jungle Scout is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
All offers of employment at Jungle Scout are contingent upon clear results of a comprehensive background check. Background checks will be conducted on all final candidates prior to start date.