Customer Success Manager

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 through workflow consultation and optimization, as well as look for potential areas of monetization. CSMs help their customers understand how to grow their business through more strategic use of Auctane’s products.

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 field position is remote and candidates should be based in the Sacramento or San Jose Metro Area. Salary Range for CA applicants is: $124,000 OTE.

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.

Sales Perks:

• 🌴 Fully Paid Annual International President's Club Trip (Auctane Employee Plus One)
• 🌐 Exciting and Motivating Annual Global Revenue Kick Off Week at HQ in Austin, TX
• 💰Competitive Compensation Packages 

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?

Drive Customer Success Outcomes: 

• Research and analyzes current accounts for signs of workflow deficiencies and process optimization, potential for increased product adoption, and churn mitigation. 
• Leverage customer health data, adoption, utilization, & complexity scoring to drive prioritization of field efforts and overall impact into your portfolio. 
• Utilize knowledge of ShipStation’s new and existing features and integrations through release notes, documentation, and training to consult with customers. 
• Travel to customer locations (3 days / week) to conduct discovery and provide in-person guidance and partnership based on findings from data sources mentioned above. 
• Use critical thinking to resolve issues and communicate functionality of the application to users.

Identify Customer Growth Opportunities: 

• Contact and meet with customers on a weekly basis 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, and ideally drive additional monetization to Auctane. 
• 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.
• Ability to conduct research and discovery in the spirit of spotting cost savings opportunities that reflect potential monetization opportunities to Auctane. 

Enhance Customer Experience via Internal Collaboration: 

• Collaborate with other departments to ensure the customer experience is seamless.
• Ability to clearly articulate and define issues and expectations, with all necessary details and through the lens of the voice of the customer.  
• Partner with Sales to identify existing client growth opportunities within your assigned territory
• Collaborate as needed with Support, Technical Escalation, Product, and/or Engineering as needed for critical customer escalations and representing the voice of the customer. 
• Contribute to Content Marketing efforts to drive brand/product awareness and accelerate customer acquisition by identifying opportunities for customer stories, case studies, and quotes. 

What are we looking for?

• Four or more (4+) years of account management and/or customer service experience
• Proven experience managing SMB customers in a scaled (or pooled) motion.
• Has experience leading regular in-person customer visits 
• Experience with B2B or SaaS software preferred
• Optional, but a plus: Direct experience working at or with shipping carriers (e.g., UPS, USPS, FedEx) and eCommerce (e.g., Amazon, Shopify, Etsy) and/or knowledge of shipping regulations and procedures.
• High School Diploma or G.E.D required
• Based locally in territory.  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

What do we offer?

• 🛬Take the reins of your time off with our Flex Time Off policy – because work-life balance should always be in your hands!
• 🌅 We offer 12 paid holidays for all of our US employees!
• 💰401k employer matching program – because your future deserves a friendly boost!
• ⭐️We conduct annual merit reviews to recognize and reward your hard work and achievements.
• 🏐 Health and Wellness: The well-being of our team is super important to us. Choose from different options that include medical, dental, and vision plans. 
• 🧠Employee Assistance Program. We offer up to 8 free mental health sessions. 
• 💪🏽We offer gym discounts to help you stay fit and healthy!
• 📚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. 
• 🔗 Employee Referral Program! We reward employees helping us find top talent!
• 💜 An inclusive and upbeat work environment. The personality and opinions of each of our team members are important and valid; we aim to offer all employees a safe environment where they can be themselves and thrive.
• 🏢 Attractive HQ in the heart of central Austin, Texas.

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

Equal Opportunity Employer/Veterans/Disabled

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