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:

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

Who you are:

• 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.
• Bonus: Bilingual or more (Spanish, French, German, Italian)
• Ability to create content in a variety of forms, including written and video.
• Solid understanding and practical experience managing Amazon Advertising PPC and Amazon DSP (both 2 years+), experience with Walmart Advertising.
• 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.
• You have experience providing strategic guidance with e-commerce teams and/or managed services experience in the e-commerce space.
• Experience working with either Seller Central, Vendor Central or Walmart Marketplace managing accounts or customers.
• 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).
• Extremely strong communication and presentation skills, both written and verbal. Good meeting presence.
• 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.
• Familiar with Amazon Sponsored Ad management tools or prior professional experience in digital advertising.

Working at Jungle Scout

• Comprehensive Health Benefits & Retirement Program.
• Performance Bonus.
• The BEST team.
• Remote-first culture.
• Flexible Vacation.
• Access to Jungle Scout tools & experts.

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.
We offer workplace flexibility, competitive compensation packages, 401K/RRSP matching, generous vacation, and professional development to help you thrive in your career.
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.