Customer Success Manager

About us

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 Ship Station, , Ship Station API, Metapack, Global Post, and Packlink. Our partners include Amazon, UPS, USPS, eBay, Big Commerce, Shopify, Woo Commerce, and Walmart.

Win as One. Delight Customers. Deliver Great Outcomes.

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, as well as look for potential areas of monetization.

Responsibilities include maintaining a strong knowledge of Ship Station 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 Los Angeles 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

Salary Range for CA applicants is: $100K base + $24K variable commission.

The Customer Success department's purpose is 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.

• Researches and analyzes current accounts for signs of efficiency and potential for monetization
• Sales Force, Looker
• In-depth understanding of Ship Station Applications and E-Commerce markets.
• Read and interpret documentation and use critical thinking to resolve issues and communicate functionality of the application to users.
• Initiates escalations for cases that need more extensive troubleshooting, code changes, or other developer support utilizing a standard escalation process.
• Ability to use programs like Jira, Zen Desk.
• Knowledge of Ship Station's new and existing features and integrations through release notes, documentation, and training.
• Ability to research individually using resources and draw conclusions using critical thinking.
• Ability to write clear and concise notes with appropriate detail following the escalation procedures.
• Get in contact and meet with customers 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.
• Ability to use programs like Looker, Sales Force
• Knowledge of Ship Station's new and existing features and integrations through release notes, documentation, and training.
• Ability to recognize deficiencies within accounts in terms of process and workflow.
• 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.
• Communicates trending questions, issues, and product suggestions internally, clearly and concisely.
• In-depth knowledge of Ship Station
• Ability to clearly explain and define issues and expectations.
• Collaborates with other departments to ensure the customer experience is seamless.
• Ability to clearly explain and define issues and expectations, with all necessary details.
• Assist Ship Station support staff with resolving escalated customer conversations
• Work with Ship Station support agents on tactics to help de-escalate volatile customer conversations.
• Meet with customers to analyze their account for deficiencies in workflow, automation, and carrier spend, as well as look for monetization opportunities.
• Travel to customer locations and…