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, Shipsi, 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. 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.
Location
This role is remote based out of Miami.
What will you be doing?
- Research and analyze current accounts for signs of efficiency and potential for monetization
- Initiate 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.
- Communicate trending questions, issues, and product suggestions internally, clearly and concisely.
- Collaborate 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?
- High School diploma or G.E.D.
- Four or more (4+) years of customer service experience
- Experience with B2B or SaaS software preferred
- Experience in call de-escalation preferred
- Bilingual (English & Spanish) preferred
The Tech
- Salesforce
- Zoom
- Zendesk
- JIRA
- Slack
- G Suite
- Looker
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
Additional Position Duties:
- Sit for prolonged periods of time
- Utilize wrist and hands for a prolonged period of time
- Walk short distances
- Stand for short periods
- Speak and converse with others
- Lift up to 25lbs without assistance up to chest height
- Must live within specified zip codes of the territory
- Possess/maintain personal transportation and the ability to drive to customer locations within a 60 mile radius
Equal Opportunity Employer/Veterans/Disabled #J-18808-Ljbffr