Field Customer Success Manager

February 16

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Auctane

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At Auctane, we are united by a passion to help sellers — wherever they are, however they operate — fulfill the promises they make to consumers. The Auctane mission is to fuel commerce through exceptional delivery.From same-day delivery and intuitive shipping software to a network of 3PL providers — and everything in between — Auctane’s suite of technology solutions solves the logistic challenges of today and looks ahead to the questions of tomorrow. Auctane brands include: ShipStation, Stamps.com, Packlink, ShipEngine, Metapack, ShippingEasy, Endicia, ShipWorks, GlobalPost, and Shipsi.

Ecommerce • Logistics & Supply Chain • Technology • Business Development • Big Data

1001 - 5000 employees

📋 Description

• 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 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.

🎯 Requirements

• Researches and analyzes current accounts for signs of efficiency and potential for monetization • Initiates escalations for cases that need more extensive troubleshooting, code changes, or other developer support utilizing a standard escalation process. • 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. • Communicates trending questions, issues, and product suggestions internally, clearly and concisely. • Collaborates with other departments to ensure the customer experience is seamless. • Assist ShipStation support staff with resolving escalated customer conversations • Travel to customer locations and provide in-person guidance and partnership.

🏖️ Benefits

• We are a hybrid company. All team members at Auctane in Austin come into the office Tuesdays, Wednesdays and Thursdays. • 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. • Company events, we work hard, play hard! We do our best every day, even at our regular team-building events. • Attractive office space in the heart of central Austin, Texas (free drinks, snacks…). • Indulge in weekly catered lunches at our office – a delicious perk to fuel your work. • 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. • Fitness center in the office with Tonal Mirrors, Pelotons, free weights, etc. • 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, casual 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.