Client Success Manager
Client Success Manager
Location: This role can be remote, however, Bellevue, WA is preferred- Hybrid - must be able and willing to come into the office 3x a week
Company Overview:
XMARS, powered by SparkX, is an AI-powered ad management platform for brands, sellers, and agencies, on Amazon and beyond. We deliver exceptional advertising performance through AI-powered ad technology, advanced analytics, and expert services that give advertisers unparalleled advantages. Our technology enables both advertisers and our own experts to create customized advertising programs that consistently increase sales, saves time in campaign creation and optimization, and delivers consistent campaign performance. By providing advertisers with flexibility and transparency in how they want to utilize the best of AI and human intelligence, we empower them to customize the level of automation and granularity of their advertising strategies.
We recently won the prestigious Technology Innovation Award from Amazon Ad Partners, highlighting the transformative nature of our platform.
Position Overview:
The Customer Success Manager role involves nurturing and growing relationships with a designated portfolio of Xmars clients. As the primary contact for our clients, you will collaborate closely with various internal teams, including Customer Success, Product, and Sales, to ensure client needs are met promptly and effectively. Your responsibilities include addressing and resolving client inquiries and issues, and leveraging your exceptional client management skills to drive positive results in a fast-paced setting. Additionally, as our department grows and new Customer Success strategies are introduced, you will contribute significantly to the development, optimization, and implementation of internal procedures and workflows.
Key Responsibilities
- Gain an expert-level understanding of Xmars and demonstrate how it can be used to increase clients' Amazon sales.
- Promote account growth through the introduction of new products and services.
- Provide tactical and strategic support to assigned accounts, while maintaining strong relationships with key agencies and brands.
- Serving as a critical point of escalation for client concerns, adopting a client-centered approach to problem-solving.
- Assist with the development of training materials and provide expert insights during webinars as required.
- Improve current processes by identifying opportunities for improvement and implementing strategies for improvement.
- Maintain user awareness of Xmars's latest features, allowing them to maximize its potential.
- Assist in the resolution of technical issues related to Xmars functionality and updates.
- Participate in the design and feedback loop of new features with the Product Team.
- Provide clear communication with the Product Team by compiling product reports and systematically documenting errors.
Basic Qualifications:
- 1-2 years' experience in Amazon digital advertising (Search/DSP) with a deep understanding of the industry.
- 1-2 years’ of experience with Martech SaaS tools similar to Xmars.
- Experience with any of the following e-commerce advertising platforms: Amazon, Walmart, Instacart, Xmars, or Criteo
- A proven track record of success in customer success, consulting, or pre-sales.
- Excellent interpersonal skills, with an emphasis on teamwork and customer service.
- The ability to thrive in an ambiguous and dynamic start-up environment with a knack for problem-solving and flexibility.
- Ability to effectively manage both tactical tasks and strategic planning.
- Strong technical aptitude with excellent problem-solving and troubleshooting skills.
- Strong communication skills, both written and verbal.
Why SparkX- Xmars:
- Competitive pay
- Unlimited PTO
- Comprehensive benefits package including health, and dental
- We strongly prioritize professional development, and there are limitless opportunities for career growth
- Collaborative and innovative work environment