Manager of Client Success

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 increases 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.    

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 Manager of Client Success to ensure that our clients' experiences begin on the right foot, to provide best-in-class support to our clients, and to oversee the work of other Client Success Managers. Your 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, mentor Client Success Managers,  identify up-sell opportunities, and find creative solutions to reduce churn.

Key Responsibilities

• Responsible for leading the Client Success Management team at Xnurta. This includes onboarding, training, and mentoring team members.
• Train CSMs on how to identify and grow their assigned book of business by introducing new services and up-selling opportunities.
• Maintain strong relationships with key agencies and brands while providing tactical and strategic support to our Enterprise accounts.
• Providing lead support for client escalations as well as adopting a client-centered approach to solving problems.
• Provide expert insight during webinars and sales support as needed while leading the development of training materials.
• Keep Enterprise users up-to-date with Xnurta’s latest features, allowing them to maximize its potential.
• Assist in the resolution of technical issues relating to the functionality and updates of Xnurta.
• Ensure clear communication with the Product Team by compiling product reports and systematically documenting errors.
• Serve as the lead subject matter expert for utilizing Xnurta and resolving technical issues.
• Produce a weekly leadership readout summarizing account health, escalations, adoption and onboarding status. 

Qualifications

5-7+ years' experience in Amazon digital advertising (Search/DSP) with a deep understanding of the industry.

5+ years of experience with Martech SaaS tools similar to Xnurta.

1-2 years’ of experience leading a team.

Experience with any of the following e-commerce advertising platforms: Amazon, Walmart, Instacart, Xnurta, 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.

What We Offer

• Competitive salary and benefits package.
• A supportive and inclusive work environment.
• Unlimited PTO