Field Customer Success Manager

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. Being based in the market they serve better enables them to build strong trust and prevent customer and revenue churn. This is a remote role located in Seattle, WA. What will you be doing? Researches and analyzes current accounts for signs of efficiency and potential for monetization

SalesForce, Looker, MGMT In-depth understanding of ShipStation 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, ZenDesk. Knowledge of ShipStation’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, SalesForce, and MGMT Knowledge of ShipStation’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 ShipStation 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 ShipStation support staff with resolving escalated customer conversations

Work with ShipStation 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 provide in-person guidance and partnership

Deliver Business Reviews and other value added materials (Carrier Cost Analysis Reports, Feature launch materials, etc) to customer in person at their business/shipping locations In the event of major platform issues or any kind of business interruption, join the customer in person at their location, triage the issue in real time, and demonstrate our commitment to resolution

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 High School Diploma or G.E.D Based locally in the Seattle 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

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