Customer Success Manager at Auctane

Los Angeles, California, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

E-commerce, Shipping, LogisticsIndustries

Requirements

Based in the Los Angeles Metro Area (remote position)
Willingness to 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
Strong knowledge of ShipStation and E-Commerce, specifically carrier choice and services yielding highest company monetization
Proficiency with SalesForce and Looker
In-depth understanding of ShipStation applications and E-Commerce markets
Ability to read and interpret documentation, use critical thinking to resolve issues, and communicate application functionality to users
Ability to initiate escalations for cases needing extensive troubleshooting, code changes, or developer support using standard processes
Proficiency with programs like Jira and ZenDesk
Knowledge of ShipStation’s new and existing features and integrations through release notes, documentation, and training
Ability to research independently using resources and draw conclusions with critical thinking
Ability to write clear and concise notes with appropriate detail following escalation procedures

Responsibilities

Build and maintain strong relationships with strategic customers
Learn customers’ business goals and help achieve them through Auctane products and services
Research and analyze current accounts for efficiency opportunities and potential monetization
Meet face-to-face with customers (embedded in the market) to inform them of potential savings, account changes, and carrier spending benefits
Drive customer retention, increase shipments by saving time and money, and grow profitable revenue by recommending and implementing Auctane products/services
Provide exceptional service and technical expertise in shipping, logistics, software, and hardware
Look for opportunities to optimize customer accounts and identify monetization areas
Prevent customer and revenue churn by building trust through in-market presence

Skills

Key technologies and capabilities for this role

ShipStationCustomer SuccessE-commerceShipping LogisticsCarrier ManagementAccount ManagementCRMMonetization

Questions & Answers

Common questions about this position

What is the salary range for this Customer Success Manager role?

For CA applicants, the salary range is $100K base plus $24K variable commission.

Is this position remote, and what are the location requirements?

This position is remote, but candidates must be based in the Los Angeles Metro Area.

What skills and tools are required for this role?

Key requirements include strong knowledge of ShipStation and E-Commerce, especially carrier choice and monetization, plus experience with SalesForce and Looker.

What are the travel requirements for this position?

Field CSMs spend 3-4 days per week physically with customers at their shipping locations and travel to Auctane’s home office or other US locations 2-4 times per year.

What does the Customer Success team focus on?

The team builds and maintains relationships with strategic, high-revenue customers, provides exceptional service and technical expertise in shipping, logistics, software, and hardware, drives retention, increases shipments, and grows profitable revenue.

Auctane

Provides shipping and logistics technology solutions

About Auctane

Auctane provides a suite of technology solutions, including ShipStation, Stamps.com, Packlink, ShipEngine, and Metapack, to address logistic challenges with same-day delivery, intuitive shipping software, and a network of 3PL providers. The technology orchestrates the movement of millions of letters and packages globally, serving over 1,000,000 customers annually and reaching 250 countries and territories.

4301 Bull Creek Rd, Austin, TX 78731, USAHeadquarters

2011Year Founded

VENTURE_UNKNOWNCompany Stage

Data & AnalyticsIndustries

1,001-5,000Employees