Senior Customer Onboarding Manager

About Us:

Pacvue is the leading software suite for eCommerce advertising, sales, and intelligence. We help some of the world’s largest brands grow their business on Amazon, Walmart, Instacart, and other marketplaces and work with sellers and agencies of all sizes to help them compete in the constantly changing world of online retail. Our mission is to empower teams to win in the future of eCommerce, and we do it by building first-to-market technology, solving complex problems with our customers, and bringing expertise, collaboration, and innovation to our work every single day. 

Why work at Pacvue? 

• Be on the cutting edge - Pacvue is transforming the way brands and sellers win online.  Our product uses machine learning, artificial intelligence, and data to make intelligent decisions and recommendations. 
• Have fun – we have an energetic and passionate team with a joint mission to win and help our brands and sellers succeed. 
• Learn – from the best!  Our team is full of talented people who want to help you learn, grow – providing you with mentorship, the industry’s best practices and thought leadership.  
• Grow fast – the eCommerce industry has grown fast in the past 2-3 years. Pacvue has grown even faster than most high-tech companies in the market. 

About the role:

We are seeking a highly accountable and proactive Customer Onboarding Manager who excels in building relationships and taking full ownership of the client onboarding process. The ideal candidate will ensure a seamless and high-impact onboarding experience by working both strategically and tactically to guide clients through the setup and utilization of Pacvue’s SaaS platform across various retail media channels.

The ideal candidate will expertly lead client leadership through change management, establishing credibility from the first interaction by outlining a customized, high-impact onboarding plan that aligns with their strategic objectives. You will confidently lead discussions, extract critical insights, and set the vision for the onboarding journey. Your ability to anticipate challenges, adjust on the fly, and deliver clear, actionable plans will ensure leadership buy-in and long-term success.

At the same time, you will dive deeply into the tactical execution, enabling hands-on users with expert-level guidance on the platform’s functionalities. You’ll provide tailored, in-depth training that addresses client-specific needs while ensuring users are empowered to leverage Pacvue’s tools effectively. Balancing high-level strategic thinking with detailed, tactical execution, you will deliver an onboarding experience that drives measurable business outcomes.

When not engaging directly with clients, you’ll focus on continuous process improvements, refining the customer journey, and collaborating across teams to ensure operational excellence.

 Responsibilities:

• Fully own & lead the client relationship by building solid rapport, demonstrating transparency, and delivering results against the onboarding plan from start to finish, ensuring that every client fully understands and efficiently uses the Pacvue platform within the defined onboarding timeline.
• Serve as the client’s trusted guide and guardian throughout the onboarding process, proactively navigating them through complex challenges and ensuring they feel supported as they reach key milestones and achieve long-term success.
• Be a subject matter expert on the Pacvue platform and retail media best practices. The client should see you as their go-to for Pacvue expertise and rely on you for industry expertise as well, and your ability to translate platform usage into business outcomes should be exceptional.
• Tailor and execute strategic onboarding plans to client needs, ensuring they understand how new Pacvue features drive their business.
• Diagnose and resolve technical issues related to software functionality quickly and efficiently, demonstrating the ability to work with cross-functional teams to find solutions without impacting the client experience.
• Ensure a seamless handoff to Customer Success and Sales post-onboarding. This includes ensuring that all necessary client information, documentation, and next steps are thoroughly prepared and communicated before handover.
• Participating in pre-sales activities where necessary to demonstrate the capabilities of the Pacvue platform, helping potential clients understand the value and impact of using the tool and the support they will provide from Onboarding and other support functions.
• Collaborate with the Training and Education team to enhance onboarding materials, always seeking to improve the content, format, and effectiveness of onboarding resources.

Skills & Qualifications:

• 3+ years of success in ecommerce sales, digital marketing, or paid search/display advertising, particularly on platforms like Amazon, Walmart, and Instacart, Criteo, or CitrusAds
• Extensive experience in leading cross-functional initiatives involving product management, project management, financial analysis, and negotiation.
• Proven success in managing high-impact client relationships, ensuring measurable and long-term client outcomes.
• Impeccable organizational skills, with an ability to manage complex projects, track multiple deliverables, and ensure all tasks are completed on time. For example; You are expected to manage multiple onboarding sessions efficiently, ensuring that deadlines are met without exception and that clients receive timely responses.
• Demonstrate deep understanding of retail media platforms, digital marketing tools, and AdTech software, with a focus on effective campaign creation and management.
• You must excel in both written and verbal communication, ensuring that complex concepts are broken down professionally, clearly and consistently.
• Ability to craft and deliver strategic advertising recommendations that optimize retail media performance and meet client objectives.
• Proven ability to analyze complex data sets, identify performance metrics, and provide actionable insights to drive client decisions and optimizations.
• Demonstrate an in-depth understanding of how retail media, sales, and operations work together
• Demonstrated ability to thrive in dynamic, high-pressure settings where you must quickly adapt and execute. For example; Your ability to troubleshoot issues in real-time and present clients with viable, quick solutions will be key to your success.
• You are expected to have or quickly acquire comprehensive knowledge of Pacvue’s products, including their features, benefits, and applications in various client environments.
• Maintain up-to-date knowledge of ecommerce retailers and their advertising platforms. This includes knowing the latest updates and releases and being aware of industry best practices to inform client strategy.
• Consistently seek out inefficiencies and bottlenecks in workflows, implementing data-driven improvements that streamline operations.

Benefits:

• Unlimited Paid Time Off 
• Paid Holidays and Floating Holidays
• Medical, Dental, Vision, FSA/HSA, Life Insurance and Pet Insurance
• 401k with Employer Match
• Take up to 2 Days of Paid Time Off to Volunteer with a 501c Organization
• Paid Parental Leave

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