Field Customer Success Manager

About us

At Auctane, we are united by a passion to help sellers - wherever they are, however they operate - fulfill the promises they make to consumers. The Auctane mission is to fuel commerce through exceptional delivery. We make it possible for businesses to meet the ever rising expectations of their customers, and we make the world smaller and more accessible to consumers everywhere. Auctane brands enable hundreds of thousands of merchants to annually deliver billions of products - over $200 billion worth - to customers around the globe. And Auctane is just getting started.

Auctane is a team of shipping and software experts with a passion for helping merchants move their ideas, dreams and innovations around the globe. The Auctane family includes ShipStation, ShipWorks, ShipEngine, ShippingEasy, Stamps, Endicia, Metapack, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Our values

About the role

The primary purpose of the Field Customer Success Manager position is to build and maintain strong relationships with our most strategic customers. Customer Success Managers (CSMs) learn their customer's business goals and help them achieve those goals through the use of Auctane products and services. CSMs look for opportunities to make a customer's account as efficient as possible, as well as look for potential areas of monetization. Responsibilities include maintaining a strong knowledge of ShipStation and E-Commerce, specifically in regard to carrier choice and understanding what services yield the highest return in company monetization. Field CSMs perform these functions while embedded in the market they serve which allows them to meet with their customer face to face as often as needed. Being based in the market they serve better enables them to build strong trust and prevent customer and revenue churn.

This is a remote role located in Philadelphia, PA.

About the Team

The Customer Success department's purpose is to to build and maintain strong relationships with our most strategic and highest revenue producing customers. The team provides customers with exceptional service and technical expertise in shipping, logistics, software and hardware. The department drives retention, increases merchant shipments by saving them time and money, and helps the business to grow profitable revenue by recommending and implementing Auctane products and services.

What will you be doing?

• Researches and analyzes current accounts for signs of efficiency and potential for monetization
  • SalesForce, Looker, MGMT
  • In-depth understanding of ShipStation Applications and E-Commerce markets.
  • Read and interpret documentation and use critical thinking to resolve issues and communicate functionality of the application to users.
• Initiates escalations for cases that need more extensive troubleshooting, code changes, or other developer support utilizing a standard escalation process.
  • Ability to use programs like Jira, ZenDesk.
  • Knowledge of ShipStation's new and existing features and integrations through release notes, documentation, and training.
  • Ability to research individually using resources and draw conclusions using critical thinking.
  • Ability to write clear and concise notes with appropriate detail following the escalation procedures.
• Get in contact and meet with customers to inform them of potential savings and changes in their account that will benefit their process as well as what they are spending with their carriers.
  • Ability to use programs like Looker, SalesForce, and MGMT
  • Knowledge of ShipStation's new and existing features and integrations through release notes, documentation, and training.
  • Ability to recognize deficiencies within accounts in terms of process and workflow.
  • Knowledge of best practices in shipping given the customer's selling vertical.
  • Knowledge of carriers and the shipping industry of the current day.
  • Ability to communicate complex carrier information in a way that is consumable to the customer.
• Communicates trending questions, issues, and product suggestions internally, clearly and concisely.
  • In-depth knowledge of ShipStation
  • Ability to clearly explain and define issues and expectations.
• Collaborates with other departments to ensure the customer experience is seamless.
  • Ability to clearly explain and define issues and expectations, with all necessary details.
• Assist ShipStation support staff with resolving escalated customer conversations
  • Work with ShipStation support agents on tactics to help de-escalate volatile customer conversations.
  • Meet with customers to analyze their account for deficiencies in workflow, automation, and carrier spend, as well as look for monetization opportunities.
• Travel to customer locations and provide in-person guidance and partnership
  • Deliver Business Reviews and other value added materials (Carrier Cost Analysis Reports, Feature launch materials, etc) to customer in person at their business/shipping locations
  • In the event of major platform issues or any kind of business interruption, join the customer in person at their location, triage the issue in real time, and demonstrate our commitment to resolution

What are we looking for?

• Four or more (4+) year's of account management and/or customer service experience
• Experience with B2B or SaaS software preferred
• Experience in call de-escalation preferred
• High School Diploma or G.E.D
• Based locally in the Seattle market. Field CSMs perform these functions while embedded in the market they serve which allows them to meet with their customer face to face as often as needed. Being based in the market they serve better enables them to build strong trust and prevent customer and revenue churn.

The Tech

• Salesforce
• Zoom
• Zendesk
• JIRA
• Slack
• G Suite
• Looker

Travel Requirements

• Spend 3-4 days per week physically with customers at their shipping locations
• Travel to Auctane's home office or other training/meeting locations within the US 2-4 times per year

What do we offer?

• Discount on your personal shipment orders via stamps.com and GlobalPost.
• Charitable donation matching We are happy to support your initiatives by duplicating the amount donated.
• Volunteer day. You can take 1 day off per year in order to participate in volunteering activities We will love to see some pictures in our slack
• Referral Fee We need your support in hiring top-class talent We offer a referral bonus of 500-5K, depending on the complexity of the role and the hiring process.
• Great work-life balance. We offer a flexible work schedule and will do our best to adapt to your situation. Working in a fast-paced environment can be intense, but that doesn't mean you shouldn't enjoy your free time
• A cross-cultural atmosphere We are a truly international team of over 20 nationalities that speak at least 10 languages. Our company language is English and all internal communication and company-wide meetings are in English.
• Internal and external training, free access to online training platforms such as LinkedIn Learning.
• We offer 10 paid days off for U.S. holidays throughout the year
• Health and Wellness: The well-being of our team is super important to us. Choose from different options that help you focus on your health.
• Take the reins of your time off with our flexible PTO policy - because work-life balance should always be in your hands
• We offer a gym discount program to help you stay fit and healthy
• 401k employer matching program - because your future deserves a friendly boost
• We offer education reimbursement to all employees, ensuring that you can pursue your educational goals while excelling in your career with us. Invest in your future and let us support your growth every step of the way.
• We've got your furry friend covered with pet insurance discounts.
• Have a helpful legal sidekick right in your back pocket with our free access to Rocket Lawyer.
• Get ready for hassle-free healthcare from the comfort of your couch - we offer free Telehealth services to keep you feeling your best
• Treat yourself to relaxation on the regular - enjoy a monthly discount at Massage Envy.
• Get ready to rock our brand with style - we've got awesome company swag to offer
• ☆We conduct annual merit reviews to recognize and reward your hard work and achievements.
• BenefitsHub platform to obtain perks and discounts on auto/home insurance, pet insurance, travel, fitness, etc.
• Wellness programs with wellness discounts on medical benefit deduction and offers various company wellness activities/webinars and challenges such as Steps challenges and a Health Fair
• Health savings account employer contribution for HSA medical plan enrollees.

Additional Position Duties: (The following is a list of what all employees, except those with medical accommodation, may be regularly required to do.)

• Sit for prolonged periods of time
• Utilize wrist and hands for a prolonged period of time
• Walk short distances
• Stand for short periods
• Speaking and conversing with others
• Lift up to 25lbs without assistance up to chest height
• Must live within specified zip codes of the territory
• Possess/maintain personal transportation and the ability to drive to customer locations within a 60 mile radius

Equal Opportunity Employer/Veterans/Disabled

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