Customer Success Specialist - Advertising

CommerceIQ

Seattle, WA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 03/21/2021
  • Website: commerceiq.ai
  • Company Address: 425 N Whisman Rd., Mountain View, CA, 94043

About CommerceIQ

CommerceIQ is a well-funded, Series B growth start-up with a vision of using machine learning and automation to help the world’s top Brands plan, manage and grow their e-Commerce revenues profitably on all channels, globally. Today, CommerceIQ’s machine learning and automation SaaS platform is used by the largest consumer brands to win at the moment of purchase by automatically responding in real-time to changing variables across hundreds of their SKUs on Amazon. The platform coordinates efforts and manages interdependencies for multiple variables, tuning Amazon’s algorithms to optimize the entire demand generation and fulfillment cycle.

Job Description

At CommerceIQ, we help brands accelerate their e-commerce growth with machine learning and artificial intelligence. We are building the world’s most sophisticated ecommerce Channel Optimization platform which orchestrates and automates the decision making process across the entire e-commerce operational chain - advertising, demand planning, sales forecasting. Our solution maximizes share of voice and conversion on ad spend and eliminates out of stocks and all the downstream issues it causes. Using CommerceIQ as a single source of truth, customers have driven, on average, 40% increase in incremental sales, 20% improvement in profitability and 32% reduction in out of stock rates on Amazon. As a result, CommerceIQ is the solution of choice for consumer brands like Nestle, Bayer, Kimberly Clark, Logitech, Kellogg’s that manage over $6B in Amazon gross sales and $100M+ in ad spend via the platform.

CommerceIQ is in hyper growth mode, having just ended our second year of triple-digit revenue growth, accomplished not only by landing new customers, but as a result of expanding our offering to manage ad spend across retail platforms like Walmart and Target in addition to Amazon. To support this growth, we are seeking hands-on innovators to help our customers drive their e-commerce business and maximize their bottom line.

Customer Success Specialist - Advertising Profile:

Fueled by our customer 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-today 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 ecommerce platform. 

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 expertise in Ecommerce 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:

  • 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 Ecommerce 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. 

CommerceIQ’s Vision: To build the modern operating system for brands to win in Ecommerce.

Our Values:

  • Customer Obsession
  • Take Ownership & Deliver Results
  • Bias for Action
  • Dive Deep
  • Curiosity & Self-Learning
  • Hire & Develop the Best
  • Win as a Team
  • Think Big, Take Bets, and Innovate

Benefits: 

  • Stock Options, 401K plan, FSA and HSA programs
  • Health insurance, Life Insurance, Long-term, and short-term disability
  • Generous holiday and time off policy including unlimited PTO, 4th Friday of every month off for the whole company
  • WFH benefits including, flex work from home hours, Mobile and Broadband reimbursement, Fitness reimbursement, home office set-up fees

Do you want to craft the future of e-commerce? For a confidential discussion APPLY NOW or you can learn more at https://commerceiq.ai

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.