What are the responsibilities and job description for the Client Success Manager position at Xnurta?
Who We Are
Xnurta, 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, save time in campaign creation and optimization, and deliver 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.
Our Values
Our core values are the foundation of our culture and the driving force behind our innovative approach to retail media advertising.
• Humble Excellence: Humility is the cornerstone of excellence. We emphasize respect for clients and stakeholders, aiming to educate, serve and foster strong relationships.
• Always Learning Mindset: Continuous adaptation and a growth mindset are crucial to our team, as there’s always more to learn and new ways to innovate.
• Extreme Accountability: Everyone is expected to take full ownership, ensuring communication of any obstacles while delivering results.
• Diverse Thinking: While expertise in Amazon Ads is valued, we also prioritize diversity in experiences, including backgrounds from brand, agency, tech and other industries.
• Customer Obsession: A relentless commitment to understanding and prioritizing our clients' needs, ensuring exceptional service and value at every touchpoint to drive innovation and foster loyalty.
Position Overview
It is your responsibility as the Client Success Manager to ensure that our clients' experiences begin on the right foot, to provide best-in-class support to our clients, and to be the subject matter expert on all things Xnurta. The Client Success Management Team is client-centric and understands customer needs in all that they do. Additionally, you will continuously seek out opportunities to enhance our onboarding processes. You will build and scale workflows and documentation to support client growth. You will work cross-functionally with all internal stakeholders, identify up-sell opportunities, and find creative solutions to reduce churn.
Key Responsibilities
• Client Relationship Management: Maintain strong relationships with key agencies and brands while providing tactical and strategic support to our Enterprise accounts.
• Proactive Support: Providing lead support for client escalations as well as adopting a client-centered approach to solving problems.
• Feedback Loop: Gather client feedback and insights to inform product team of development opportunities and improvements, ensuring their voices are heard.
• Cross-Functional Collaboration: Work closely with sales, product, and support teams to address client needs and enhance the overall client experience.
• Reporting: Ensure clear communication with the Product Team by compiling product reports and systematically documenting errors.
• Performance Tracking: Track client engagement metrics and usage data to identify opportunities for growth and improvement.
• Client Education: Provide expert insight during webinars and sales support as needed while leading the development of training materials.
• Problem Resolution: Address and resolve client inquiries and issues efficiently, ensuring a positive client experience at all times.
Qualifications
• Bachelor’s degree in Business, Communication, or a related field preferred.
• 5 years of experience in client success, customer service, or a related role.
• Experience with Amazon Ads or general ad tech required.
• Strong communication and interpersonal skills, with the ability to build rapport with diverse clients.
• Experience influencing internal and external stakeholders.
• Experience managing programs across cross functional teams, building processes and coordinating client care.
• Ability to work independently and collaboratively in a fast-paced environment.
What We Offer
• Competitive salary and benefits package.
• A supportive and inclusive work environment.
• Remote work.
Salary : $85,000 - $100,000