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Auctane · 1 day ago

Customer Success Manager

Sacramento, CA

Full-time

Hybrid

Mid, Senior Level

$124K/yr - $124K/yr

4+ years exp

Auctane is a company focused on helping businesses with their mailing and shipping needs. The Field Customer Success Manager will build and maintain strong relationships with strategic customers, helping them achieve their business goals through Auctane products and services, while also identifying opportunities for optimization and monetization.

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 knowledgeSalesforceZendeskZoomResearch skillsCritical thinkingCollaborationCommunication skills

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

Experience with B2B or SaaS software preferred

High School Diploma or G.E.D required

Based locally in territory

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

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

Preferred

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

Benefits

Flex Time Off policy – because work-life balance should always be in your hands!

12 paid holidays for all of our US employees!

401k employer matching program – because your future deserves a friendly boost!

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.

Gym discounts to help you stay fit and healthy!

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.