Auctane - Philadelphia, PA
posted 4 days ago
Full-time - Mid Level
Remote - Philadelphia, PA
Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services
About the position
The Field Customer Success Manager at Auctane is responsible for building and maintaining strong relationships with strategic customers. This role focuses on understanding customer business goals and helping them achieve these through Auctane's products and services. The CSM will work closely with customers to enhance account efficiency and identify monetization opportunities, all while being embedded in the market they serve, allowing for face-to-face interactions.
Responsibilities
- Research and analyze current accounts for signs of efficiency and potential for monetization.
- Maintain a strong knowledge of ShipStation and E-Commerce, particularly regarding carrier choice and service returns.
- Initiate escalations for cases needing extensive troubleshooting or developer support.
- Communicate complex carrier information clearly to customers.
- Meet with customers to inform them of potential savings and changes in their accounts.
- Deliver Business Reviews and value-added materials to customers in person.
- Assist support staff with resolving escalated customer conversations.
- Travel to customer locations to provide in-person guidance and partnership.
Requirements
- Four or more years of account management and/or customer service experience.
- Experience with B2B or SaaS software preferred.
- Experience in call de-escalation preferred.
- High School Diploma or G.E.D.
Nice-to-haves
- In-depth understanding of ShipStation Applications and E-Commerce markets.
- Ability to use programs like Salesforce, Looker, and Jira.
- Knowledge of best practices in shipping given the customer's selling vertical.
Benefits
- Discount on personal shipment orders via stamps.com and GlobalPost.
- Charitable donation matching.
- Volunteer day off for participating in volunteering activities.
- Referral bonus for hiring top-class talent.
- Flexible work schedule for work-life balance.
- Access to online training platforms such as LinkedIn Learning.
- 10 paid days off for U.S. holidays.
- Health and wellness options including gym discounts and flexible PTO policy.
- 401k employer matching program.
- Education reimbursement for pursuing educational goals.
- Pet insurance discounts.
- Free access to legal services via Rocket Lawyer.
- Free Telehealth services for healthcare needs.
- Monthly discount at Massage Envy.
- Annual merit reviews to recognize hard work.
