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Client Success Strategist

2 months ago

Austin, Texas, United States Shipwell Full time
Job Overview

Position: Customer Success Manager

About Shipwell

At Shipwell, we enhance supply chain effectiveness and service quality on a large scale. Our platform encompasses features that were previously beyond the reach of most shippers, making it both accessible and affordable. We provide a comprehensive, user-friendly solution that integrates everything shippers require, from transportation management to procurement. Our system is designed to adapt and grow alongside market demands, enabling seamless operation, management, and optimization of the shipping process. Recognized as a leader in the logistics sector, Shipwell has received numerous accolades, including the Gartner Magic Quadrant for TMS and various awards for innovation in the freight industry.

Our Work Environment

Shipwell operates in a dynamic, high-energy startup atmosphere where we strive to innovate the future of shipping daily. We value diverse perspectives and encourage collaboration across departments. Our culture promotes transparent communication and a balance between hard work and enjoyment. We are committed to creating solutions that transform the industry, providing our team with a sense of purpose and excitement. If you seek an environment that fosters your professional growth and offers hands-on experience in building impactful solutions, we welcome you to contribute to the future of shipping.

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 software issues, and ensuring effective utilization of Shipwell's offerings.

  • Establish and maintain trusted relationships with clients, ensuring satisfaction and positive account health.
  • Maximize customer engagement with the Shipwell platform to demonstrate clear ROI.
  • Communicate the value created by Shipwell and identify opportunities for further enhancement.
  • Challenge existing processes and propose improvements for both internal and external workflows.
  • Collaborate with teams across Sales, Professional Services, and Product Management to maintain customer satisfaction.
  • Gather customer feedback and relay insights to internal teams to improve user experience.
  • Resolve customer-reported issues by leveraging product knowledge and coordinating with relevant stakeholders.
  • Address product inquiries with timely and clear communication, creating accessible resources for future reference.
  • Support Sales in renewal processes and conduct customer business reviews.
  • Become a Shipping Expert by gaining in-depth knowledge of Shipwell products and customer operations.

Qualifications

  • Demonstrated success in building strong customer relationships and aligning executive stakeholders.
  • 3+ years of experience in managing key accounts, with a proven record of retention and growth through strategic planning.
  • 3+ years of experience in a transportation-related field, particularly with Transportation Management Systems (TMS).
  • Background in client services with strong communication skills at an enterprise level.
  • Experience in helping users adapt to transportation-related solutions.
  • Proven customer service and problem-solving abilities.
  • Excellent time management, prioritization, and organizational skills, with a keen attention to detail.
  • Creative problem-solving skills and self-motivation.
  • Ability to work collaboratively in a fast-paced, agile environment.

Preferred Qualifications

  • 2+ years of experience in a SaaS organization in operations or support roles.
  • Comfortable in a matrix organizational structure.
  • Proficient 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 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 collaboration.
  • Technology package provided, including a MacBook Pro.
  • Employee recognition initiatives to celebrate achievements.

Shipwell is committed to fostering a diverse and inclusive workplace. We welcome applicants from all backgrounds and experiences, believing that diversity enhances our problem-solving capabilities and overall company culture.

We look forward to welcoming new perspectives to our team.