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 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. 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 s