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Client Success Specialist

2 months ago

Austin, Texas, United States Shipwell Full time
Job Overview

Position: Customer Success Manager

Company Overview

At Shipwell, we are dedicated to enhancing supply chain efficiency and service effectiveness on a large scale. Our platform integrates capabilities that were previously inaccessible to most shippers, providing a comprehensive and user-friendly solution that encompasses everything from transportation management to procurement. Our technology is designed to adapt and scale according to market demands, enabling shippers to manage and optimize their shipping processes effortlessly. Shipwell has been recognized as a leader in the logistics sector, earning accolades such as the Gartner Magic Quadrant for TMS for multiple years and being named among the fastest-growing companies in North America.

Company Culture

Shipwell embodies a dynamic and energetic startup environment where we strive to innovate the future of shipping daily. We value diverse perspectives and foster collaboration across departments. Our commitment to transparent communication and a balanced work-play ethos drives us to create solutions that are transforming the industry, making our work both exciting and purposeful. If you seek an opportunity to unlock your potential and gain hands-on experience in building impactful solutions, we encourage you to explore a career with us.

Role Responsibilities

As a Customer Success Manager, you will serve as a trusted advisor, cultivating relationships with clients and guiding them from onboarding through to renewal. Your primary focus will be on enhancing product adoption, resolving complex customer issues, and ensuring optimal utilization of Shipwell's offerings.

  • Establish and maintain strong relationships with clients, ensuring high levels of satisfaction and overall account health.
  • Maximize customer engagement with the Shipwell platform to demonstrate clear ROI.
  • Communicate the value generated by Shipwell and identify opportunities for further enhancement.
  • Propose improvements to internal and external processes to optimize efficiency.
  • Collaborate with teams across Sales, Professional Services, and Product Management to ensure positive customer outcomes.
  • Gather and relay customer feedback to internal teams to continuously improve user experience.
  • Address and resolve customer-reported issues by leveraging product knowledge and coordinating with internal resources.
  • Provide timely responses to product-related inquiries and develop a repository of customer-facing resources.
  • Support Sales in renewal processes and conduct customer business reviews.
  • Become a Shipping Expert by acquiring in-depth knowledge of Shipwell products and customer operations.

Qualifications

  • Demonstrated success in building strong customer relationships and aligning executive stakeholders.
  • Minimum of 3 years in key account management with a proven track record of retention and upselling.
  • 3+ years of experience in a transportation-related field, particularly with Transportation Management Systems (TMS).
  • Strong verbal and written communication skills, particularly in client-facing roles.
  • Experience in helping users adapt to transportation-related technologies.
  • Exceptional customer service and problem-solving abilities.
  • Strong organizational skills with the ability to manage multiple priorities effectively.
  • Creative problem-solving skills and a proactive approach to challenges.
  • Self-motivated and adaptable, capable of thriving in a fast-paced environment.

Preferred Qualifications

  • 2+ years of experience in a SaaS environment focusing on operations or support.
  • Familiarity with working in a matrix organization.
  • Proficiency in Google Suite, Salesforce, Jira, Confluence, and Intercom.
  • Bachelor's degree is preferred.

Why Choose Shipwell?

  • Flexible remote work options with home office reimbursement.
  • Unlimited Paid Time Off (PTO).
  • Comprehensive healthcare benefits including medical, dental, and vision coverage.
  • Retirement savings plan with company matching.
  • Annual budget for learning and development.
  • Subsidized expenses for internet, mobile, fitness, and education.
  • Engaging virtual team-building activities.
  • Inclusive workplace culture with a focus on diversity.
  • Technology package including a MacBook Pro.
  • Employee recognition initiatives to celebrate achievements.

Salary range for this position is between $75,000 and $90,000 annually, based on various factors including market location and individual qualifications.

Shipwell is committed to equal opportunity employment and welcomes applicants from diverse backgrounds. We believe that diverse experiences contribute to better problem-solving and innovation.

We look forward to welcoming new perspectives to our team.