About us
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. We make it possible for businesses to meet the ever rising expectations of their customers, and we make the world smaller and more accessible to consumers everywhere.
Auctane brands enable hundreds of thousands of merchants to annually deliver billions of products - over $200 billion worth - to customers around the globe.
And Auctane is just getting started.
Auctane is a team of shipping and software experts with a passion for helping merchants move their ideas, dreams and innovations around the globe.
The Auctane family includes ShipStation, ShipWorks, ShipEngine, ShippingEasy, Stamps, Endicia, 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, 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.
Location
Make your application after reading the following skill and qualification requirements for this position.
This role is based out of Miami - Candidates must live in the area and be willing to be out on the field 4 days / week.
What will you be doing?
- 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.
What are we looking for?
- Four or more (4+) years of account management and / or customer service experience.
- Experience with B2B or SaaS software preferred.
- Experience in call de-escalation preferred.
- Bilingual (English & Spanish) preferred.
- High School Diploma or G.E.D.
- Based locally in the Miami market.
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.
Equal Opportunity Employer / Veterans / Disabled
J-18808-Ljbffr
Customer Success Enablement Manager
A company is looking for a Customer Success Enablement Manager responsible for executing strategic enablement programs for the Customer Success team. Key Responsibilities:Design and develop engaging learning opportunities using Articulate 360 appsFacilitate training sessions and lead GTM initiatives...
Customer Success Manager
Join our vibrant team as a Customer Success Manager and embark on a journey where your expertise will forge strong bonds with our valued customers. The role reports into the Head of Customer Success, is part of a global Customer Operations team, and will interact with customers across various time z...
Digital Customer Success Program Manager
A company is looking for a Program Manager - Digital Customer Success to enhance customer experience and value realization through digital strategies. ...
Customer Success Regional Team Manager
We are hiring a Customer Success Regional Team Manager. To support Canonical's growth, we are expanding our CSM team globally and recruiting leaders to help our team of Customer Success Managers across regions. We consider our Customer Success operations an exceptional tool to sustain revenue re...
Customer Success Manager Small Law
A company is looking for a Customer Success Manager, Small Law. ...
Bilingual Field Customer Success Manager
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 service...
Remote Customer Success Manager – Tadaweb
You will build and maintain relationships with our users and key customer stakeholders based on trust, transparency and a commitment to their mission success. Our SaaS platform follows ethical principles and actively supports the implementation of customer policies. You will train and mentor our cus...
Customer Success Manager (CSM)
Tasks Includes for the Entry-Level Customer Success Manager: Developing lasting helpful relationships in person with our customer base Communicating with customers on a regular basis in a way that adds value Learning customer's objectives and up-selling the appropriate tools Scheduling follow-ups wi...
Customer Success Manager
We are looking for a Customer Success Manager (Enterprise) to join the Tessian team following the Proofpoint acquisition. As well as being responsible for renewals and advocacy in our NAMER customer base, you'll be a bridge between Product and our customers - communicating our technology, understand...
Customer Success Manager
As a Customer Success Manager, you’ll be responsible for the success of our customers. Customer Advocate: Passionate about the customer experience and skilled in translating customer feedback into product requests. You’ll lead end-user training and enablement initiatives, conduct customer onboarding...