Experienced Customer Success Manager – Amazon Advertising Expertise

At arenaflex, 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. As a Customer Success Manager with Amazon Advertising expertise, you will play a vital role in driving customer success through onboarding, training, and account management, serving as the primary advocate for arenaflex. If you are passionate about e-commerce, have a solid understanding of Amazon Advertising, and are skilled in client success advocacy, value demonstration, and relationship cultivation, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is the leading all-in-one platform for selling on Amazon, supporting more than $50 billion in annual Amazon revenue and 10 global Amazon marketplaces. Founded in 2015 as the first Amazon product research tool, arenaflex 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. Our 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.

Job Summary

We are seeking an experienced Customer Success Manager with Amazon Advertising expertise to join our fast-paced and customer-oriented Enterprise Customer Success team. As a key member of our team, you will be responsible for driving client success through onboarding, training, and account management, serving as the primary advocate for arenaflex. You will work closely with our customers to understand their goals and showcase the value of our products, fostering alignment and driving adoption. You will also be responsible for meeting performance metrics, including adoption, ROI, expansion, and renewals, while maintaining high customer satisfaction and referenceability.

Key Responsibilities

* Client Success Advocacy: Drive client success through onboarding, training, and account management, serving as the primary advocate for arenaflex. Take ownership of both existing and new customer accounts, ensuring their success with Downstream and Cobalt.

• Value Demonstration and Alignment: Understand customer goals and showcase the value of our products to foster alignment and drive adoption. Lead kickoff and onboarding processes, guiding customers towards key "aha" moments with Downstream and Cobalt.
• Performance Metrics and Satisfaction: Meet performance metrics including adoption, ROI, expansion, and renewals. Maintain high customer satisfaction and referenceability.
• Relationship Cultivation and Expansion: Cultivate key customer relationships and develop strategies for account expansion. Partner with Account Manager to identify value-added tools and achieve renewal targets.
• Customer Engagement and Feedback: Represent the Voice of the Customer, advocating for customer needs and enhancements to shape the Product Roadmap. Provide regular updates on customer engagement, usage, feedback, and growth opportunities.
• Collaborative Improvement: Collaborate with Product, UX, and Sales teams to address user feedback and improve product value. Deliver tailored training based on customer use cases.
• Issue Resolution and Support: Serve as the primary point of contact for customers, ensuring timely resolution of issues.

Essential Qualifications

* Amazon Expert: You are an Amazon expert with experience working with e-commerce tools, brands, agencies, or selling on Amazon, Walmart, or other marketplaces. You have a solid understanding and practical experience managing Amazon Advertising PPC and Amazon DSP. You are familiar with Amazon Sponsored Ad management tools or prior professional experience in digital advertising.

• Enablement and Clarity: You possess a natural acumen for teaching and enabling others, finding fulfillment in providing clarity and guidance. You have extremely strong communication and presentation skills, both written and verbal. You have the ability to create content in a variety of forms, including written and video.
• Product Expert: You possess technical proficiency and a quick grasp of product functionalities in order to be able to help our customers use and obtain value from them.
• Deep Customer Empathy: Customer empathy is at the core of your approach, demonstrated through your adeptness in active listening and problem discovery. Your knack for identifying customer pain points and aligning them with our product's capabilities makes you indispensable in driving customer success.
• Analytical: You have the ability to help customers actualize value and interpret the data into insights. You can also synthesize information and draw conclusions based on trends, and data.
• Strong Stakeholder Management: You adeptly navigate stakeholder relationships, confidently engaging with C-suite executives and guiding conversations toward productive outcomes.
• Scrappy & Intrapreneurial: You embody a scrappy and intrapreneurial approach, demonstrating resourcefulness in overcoming challenges. With a growth mindset, you eagerly embrace learning opportunities, adapting swiftly to changes to drive continuous improvement.
• Relationship Builder: Your expertise in building relationships shines through as you cultivate connections and collaboration internally and externally, strengthening partnerships and driving mutual success.

Preferred Qualifications

* Bilingual or more (Spanish, French, German, Italian)

• Experience working with Seller Central, Vendor Central, or Walmart Marketplace managing accounts or customers
• Prior experience in digital advertising or e-commerce sales

What You'll Get

* The BEST team: You'll work alongside the smartest, most passionate, and kindest humans day in and day out making work fun.

• Remote-first culture: arenaflex has been remote-first since day one. We believe team members should work from the place where they do their best work. Whether that's working from home, in office at one of our hubs, a co-working space.
• A growth culture: We have tons of opportunities for you to elevate your skills and take you to that next step; we are here to help you find the ones that matter most to you through exposure and training.
• Ability to make impact: Although it's a highly collaborative culture, team members are empowered to work autonomously and take extreme ownership of their work. You'll have the opportunity to truly make a difference and impact our customers.
• Competitive compensation packages: We structure our compensation packages to reward our team members' contributions to our company's success - you'll have a bonus tied to performance and will be invested into our long-term success with Equity.
• Flexible Time Off: With our generous PTO and recognition of local holidays, escape to the beach, recharge mentally, or use your Volunteer Time Off (VTO) to give back through volunteering.
• Comprehensive Health Benefits & Retirement Program: We offer comprehensive healthcare and retirement matching plans for eligible employees.
• Paid Parental Leave Policy: arenaflex values the importance of family and offers a paid parental leave that provides the support and flexibility you need to embrace this special time in your life. We also offer a ramp-back period for a seamless transition for you and your family.

Diversity, Equity, and Inclusion

At arenaflex, we recognize the value of different experiences, backgrounds, and cultures. We hire intentionally, with this in mind. arenaflex 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.

How to Apply

If you are passionate about e-commerce, have a solid understanding of Amazon Advertising, and are skilled in client success advocacy, value demonstration, and relationship cultivation, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role. Apply for this job