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Auctane · 3 hours ago

Customer Success Manager

Nashville, TN

Full-time

Hybrid

Mid Level

4+ years exp

Auctane is dedicated to helping businesses meet their industry and customer expectations through innovative mailing and shipping software products. The Customer Success Manager will build and maintain strong relationships with strategic customers, helping them achieve their business goals through Auctane's services, while focusing on account efficiency and growth opportunities.

E-CommerceLogisticsSoftware

Responsibilities

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

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

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

Qualification

Account managementCustomer serviceB2B SaaS experienceShipping industry knowledgeSalesforceZendeskZoomJIRASlackG SuiteLookerResearch skillsCritical thinkingCollaborationCommunication

Required

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

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

Preferred

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