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Customer Success Manager - Ecommerce/Amazon

Company: Jungle Scout
Location: Austin
Posted on: April 5, 2021

Job Description:

Are you passionate about e-commerce and digital advertising? An innovative team player that can think creatively and act strategically? Have you worked for a brand or agency managing brands? Interested in helping some of the biggest brands in the world win on Amazon? If you want to be part of an agile team focused on driving customer success in the Amazon marketplace you are in the right place!

We're looking for Customer Success Managers with an e-commerce/Amazon background to expand our team focusing on onboarding, managing, and supporting our customers. You will be driving engagement, and value with brands, agencies, investors, and SMB's in a fast paced environment. Reporting to the Director of Customer Success, this role will be centered on facilitating and executing the optimal customer journey.

In this role you will partner with customers wanting to understand and grow their market share, and optimize their Amazon strategy around our enterprise platforms Downstream and Cobalt. We are looking for customer-centric individuals who can provide world-class experiences and offer a deep understanding of what drives and influences success in e-commerce, advertising, and Amazon.

What you'll do

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.

  • 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 Jungle Scout Cobalt and Downstream
  • Own existing and new customers and ensure their success in using Jungle Scout's enterprise solutions
  • 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
  • Deliver the target performance metrics from the accounts (adoption, expansion, and renewals)
  • Achieve high customer satisfaction (referenceability, happiness, NPS)
  • Build and maintain key customer relationships, and develop and implement playbooks and strategies for expanding their accounts
  • Anticipate, communicate and coordinate new customer needs and/or product enhancements that will help both the client and Jungle Scout Cobalt and Downstream improve
  • Develop and deliver thoughtful use case based training to our customers
  • 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 customers as their primary point of contact to ensure they are receiving efficient resolution of their reported issues.
  • Provide weekly updates and insights to report on customer engagement, usage, health, feedback, and growth opportunities.
    Who You Are

    • Amazon or E-commerce expert. Experience working with e-commerce tools, brands, agencies, or selling on Amazon or other marketplaces.
    • Solid understanding and practical application of Amazon Advertising, PPC, and digital marketing strategies.
    • Familiar with with Amazon Sponsored Ad management tools or prior professional experience in digital advertising
    • Great communicator. Extremely strong communication and presentation skills, both written and verbal. Good meeting presence.
    • Content creator. Ability to create content in a variety of forms, including written and video.
    • Technically savvy. And 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 ecommerce tools and Jungle Scout is a plus).
    • Analytical with an eye for detail. Ability to synthesize information and draw conclusions based on trends, and data.
    • Collaborator and a team player! Who 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.
    • Bonus: Bilingual or more (Spanish, French, German, Italian)
      Who we are:

      Jungle Scout is the leading all-in-one platform for selling on Amazon, supporting more than $8 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 ecommerce 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; Vancouver, BC; and Shenzhen, China. 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 competitive compensation packages, 401K/RRSP matching, generous vacation, coworking benefits, and professional development to help you thrive in your career. The entire Jungle Scout team also gathers for annual all-expenses-paid retreats - past locations have included Bali, Bangkok, Vietnam, Budapest, Mexico, Colombia, and Costa Rica. Check us out!

      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.

      Powered by JazzHR

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Keywords: Jungle Scout, Austin , Customer Success Manager - Ecommerce/Amazon, Executive , Austin, Texas

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