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Customer Success Specialist

Bengaluru, Karnataka, India

The Company

CommerceIQ is building the AI platform that runs commerce for the world's largest brands. We are not selling AI demos. We are shipping AI agents for content, media, and sales into the workflows of the Fortune 100 every week.

                                                               
          
2,200+
          
Customers
        		           
10 of Top 12
          
CPG Companies
        		           
900+
          
Retailers Connected
        		           
$200M+
          
Raised
        

Customers include Coca-Cola, Nestlé, Colgate-Palmolive, Mondelez, Samsung, and Kellogg's. Backed by SoftBank, Insight Partners, and Madrona. Headquartered in Mountain View with teams across the US, India, Canada, and the UK. Pre-IPO.

Customer Success Specialist Profile:

Fueled by our customers 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-to-day 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 e-commerce platform. 

In this role you will:

  • Manage Customer's advertising spend to approved budgets
  •  Maximize customers ad performance by following CIQ best practices and leveraging CIQ tools
  • Adjust advertising campaigns to meet Join Success Plan KPI
  • Collaborate with Engineering and platform team for product improvements
  • Communicate and collaborate closely with account CSM
  •  Perform deep-dive analysis on customer advertising performance and recommend appropriate adjustments
  • Work A-synchronously with US team to achieve customer JSP's

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 e-commerce 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. 

Nice to have:

  • Experience working with omnichannel such as Wal-Mart, Instacart, etc..
  • Knowledge of Amazon marketing tools (AMS, AMG, AAP, etc)
  • Track record of retaining and renewing Enterprise customers in the SaaS space

Personal Traits: 

  • Embodies CIQ’s Leadership Principles: Customer Obsession, Think Big, take bets and innovate, Win as a team, Take Ownership and deliver results, Dive Deep, Bias for Action and Learn and be Curious

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, disability status or any other category prohibited by applicable law. 

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