Talent.com
Customer Success Manager
Customer Success ManagerAuctane • New Orleans, LA, US
Customer Success Manager

Customer Success Manager

Auctane • New Orleans, LA, US
[job_card.30_days_ago]
[job_preview.job_type]
  • [job_card.full_time]
[job_card.job_description]

Customer Success Manager

At Auctane, we are united by a passion to help businesses deliver whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items over $200 billion worth to recipients around the globe.

The Auctane family of mailing and shipping software products includes ShipStation, Stamps.com, ShipStation API, Metapack, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

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 position is remote and candidates should be based in the Nashville Metro Area.

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

    • 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.

    • 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

    [job_alerts.create_a_job]

    Customer Manager • New Orleans, LA, US

    [internal_linking.related_jobs]
    Customer Success Enablement Manager

    Customer Success Enablement Manager

    VirtualVocations • New Orleans, Louisiana, United States
    [job_card.full_time]
    A company is looking for a Senior Lead CS Enablement Manager.Key Responsibilities Collaborate with CS leadership to develop and implement skill development strategies for revenue growth and custo...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Client Success Manager (100%Remote Chicago Area Preferred)

    Client Success Manager (100%Remote Chicago Area Preferred)

    WIN Home Inspection • New Orleans, LA, US
    [filters.remote]
    [job_card.full_time]
    Do you take pride in creating great experiences for others?.We're hiring a Client Success Manager to help franchise owners thrive by building relationships, coordinating solutions, and collaboratin...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Customer Success Manager

    Customer Success Manager

    VirtualVocations • New Orleans, Louisiana, United States
    [job_card.full_time]
    A company is looking for a Manager of Customer Success Management to lead their Enterprise CSM team.Key Responsibilities Lead and develop a team of Customer Success Managers for high-touch Enterp...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Senior Technical Customer Success Manager

    Senior Technical Customer Success Manager

    VirtualVocations • New Orleans, Louisiana, United States
    [job_card.full_time]
    A company is looking for a Senior Technical Customer Success Manager (CSM).Key Responsibilities Own post-sale customer relationship and act as the primary technical point of contact Drive produc...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Customer Success Specialist

    Customer Success Specialist

    VirtualVocations • New Orleans, Louisiana, United States
    [job_card.full_time]
    A company is looking for a Customer Success Specialist to manage a dedicated portfolio of SMB customers and drive their success using the platform. Key Responsibilities Build and manage relationsh...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Director of Customer Success Operations

    Director of Customer Success Operations

    VirtualVocations • New Orleans, Louisiana, United States
    [job_card.full_time]
    A company is looking for a Director, Post Sale Operations to lead the planning and strategy for their Customer Success organization. Key Responsibilities Define and execute the operating model for...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Senior Revenue Enablement Manager

    Senior Revenue Enablement Manager

    VirtualVocations • New Orleans, Louisiana, United States
    [job_card.full_time]
    A company is looking for a Senior Revenue Enablement Manager - Customer Success Operations.Key Responsibilities Design and implement dynamic training content and programs for Customer Success tea...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Senior Customer Success Manager

    Senior Customer Success Manager

    VirtualVocations • New Orleans, Louisiana, United States
    [job_card.full_time]
    A company is looking for a Senior Customer Success Manager.Key Responsibilities Focus on high-value strategic accounts and develop comprehensive account strategies for long-term success Proactiv...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Client Success Manager

    Client Success Manager

    VirtualVocations • New Orleans, Louisiana, United States
    [job_card.full_time]
    A company is looking for a Client Success Manager to support clients within the Managed Security Solutions business unit. Key Responsibilities Briefing new clients on operational execution and exp...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Customer Success Engineer

    Customer Success Engineer

    VirtualVocations • New Orleans, Louisiana, United States
    [job_card.full_time]
    A company is looking for a Customer Success Engineer (K-12).Key Responsibilities Ensure that customer desired outcomes are achieved through proactive outreach Manage and prioritize assigned port...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Technical Customer Success Manager

    Technical Customer Success Manager

    VirtualVocations • New Orleans, Louisiana, United States
    [job_card.full_time]
    A company is looking for a Technical Customer Success Manager to own and grow strategic enterprise accounts.Key Responsibilities Own enterprise customer accounts end-to-end, ensuring adoption, pe...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Head of Customer Success

    Head of Customer Success

    VirtualVocations • New Orleans, Louisiana, United States
    [job_card.full_time]
    A company is looking for a Head of Customer Success.Key Responsibilities Build deep understanding of the product, customers, and their goals to become a trusted advisor Lead and scale the Custom...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Strategic Customer Success Manager

    Strategic Customer Success Manager

    Spring Health • New Orleans, LA, US
    [job_card.full_time]
    Strategic Customer Success Manager.At Spring Health, our mission is to eliminate every barrier to mental health.Our clinically validated technology, Precision Mental Healthcare, empowers us to deli...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Customer Success Architect

    Customer Success Architect

    VirtualVocations • New Orleans, Louisiana, United States
    [job_card.full_time]
    A company is looking for a Customer Success Architect to serve as a key technical and strategic advisor to enterprise customers during their post-sales journey. Key Responsibilities Lead technical...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Customer Success Partner

    Customer Success Partner

    VirtualVocations • New Orleans, Louisiana, United States
    [job_card.full_time]
    A company is looking for a Customer Success Partner, Enterprise.Key Responsibilities Manage client relationships and performance for enterprise accounts Monitor customer health and address escal...[show_more]
    [last_updated.last_updated_1_day] • [promoted]
    Enterprise Customer Success Manager

    Enterprise Customer Success Manager

    VirtualVocations • New Orleans, Louisiana, United States
    [job_card.full_time]
    A company is looking for an Enterprise Customer Success Manager.Key Responsibilities Strategically guide customers to maximize adoption of the platform, aligning it with their sales and performan...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Senior Customer Success Manager, Service Provider

    Senior Customer Success Manager, Service Provider

    Relativity • New Orleans, LA, United States
    [job_card.full_time]
    The Service Provider Customer Success Management Team supports our partners in our Premier Success Program in meeting their goals using the Relativity suite of products. The team guides overall valu...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Partner Success Manager

    Partner Success Manager

    VirtualVocations • New Orleans, Louisiana, United States
    [job_card.full_time]
    A company is looking for a Partner Success role.Key Responsibilities Identify and communicate sales and solutions opportunities to partners Develop and oversee partner sales plans to ensure sale...[show_more]
    [last_updated.last_updated_30] • [promoted]