Senior Customer Onboarding Manager, Pacvue
Commerce acceleration platform
Be an early applicant
Commerce acceleration platform
201-500 employees
Be an early applicant
201-500 employees
Company mission
To provide the leading solutions that accelerate brands' success in the evolving commerce and retail media landscape.
Role
Who you are
- We are seeking a highly accountable and proactive Senior 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
- 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
What the job involves
- 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
- 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
- Conduct thorough analysis of current workflows to identify bottlenecks and areas for improvement
- Collaborate with R&D teams to offer constructive feedback on product features, based on your expertise and client insights, to drive product improvement
- Ownership of process improvements: Take full responsibility for identifying, designing, and implementing improvements that drive operational efficiency and enhance the client onboarding experience
Our take
Competing within the thriving eCommerce industry can be difficult without the right tools, particularly when it comes to data solutions. Businesses must leverage business intelligence data to personalize their advertising, optimize sales, and scale their business efficiently, and the fragmented and specialized nature of such data tools can leave companies juggling software platforms.
Pacvue provides an eCommerce platform for marketplace advertising, sales, and intelligence, designed to integrate directly with business platforms such as Amazon, Walmart Connect, and eBay. The platform provides access to business intelligence data within a customizable dashboard, enabling companies to automate repetitive business actions, facilitate omnichannel ads, optimize inventories, and produce actionable business insights.
While many companies offer data-driven features similar to those found on Pacvue's platform, what sets the company apart is its ability to consolidate the best tools into a single platform. This innovation is more than just a feature; it's a game-changer for businesses looking to streamline their operations and unlock the full potential of their data, positioning Pacvue as a leader in the eCommerce intelligence space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Company HQ
Lucerne - Higuera, Culver City, CA
Articles
Leadership
Rahul Choraria
(CEO)Rahul initially joined Pacvue as COO in 2022 before becoming CEO in 2024. Previously, they worked at Advent International and Vista Equity Partners, where they worked closely with management teams of B2B SaaS companies.
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