Customer Success Manager

At ShipHero we make it easy to manage eCommerce logistics in more ways than one. Our proprietary Warehouse Management Software (WMS) allows our customers to run an efficient warehouse and fulfill customer orders quickly and accurately. Our fulfillment division operates our own warehouses providing fulfillment services for brands across the US and Canada.

We want to put this great technology in the hands of more brands, retailers, and 3PLs to help them grow.

As a Customer Success Manager, you manage a mixed base of accounts. Your job is to provide customer satisfaction through knowledge of the ShipHero application, industry trends, best practices, and understanding of customer needs. You are expected to maximize the strength of the customer relationship by building rapport with all levels of the customer organization (stakeholders, decision-makers, and end-users) - taking advantage of sales and networking opportunities, managing difficult situations, and serving as the customer’s advisor and advocate.

This is a remote position. We communicate regularly using video chat and Slack.

Responsibilities:

• Be the Voice of the Customer (VOC) - Customer Advocacy and Trusted Advisor.
• Experience upselling and expanding book of business with existing customer base.
• Have a proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base.
• Have outstanding multi-task task management skills across a varied set of responsibilities.
• Can build credibility and trust by understanding customer requirements and addressing needs.
• Serve as a Subject Matter expert delivering value added guidance and change management support to ShipHero customers.
• Strong operational warehouse management experience is a plus.
• Experience using ShipHero's Warehouse Management System is a plus.
  

Skills and Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 2+ years of Account Management experience and a proven ability to succeed in a fast-paced, dynamic, and high-growth environment.
• Excellent problem-solving skills and attention to detail.
  
• Ability to work independently and as part of a team.
• Strong communication skills, both verbal and written.
• Experience with Customer Success platforms and tools such as Client Success, Gainsight, or ChurnZero is preferred.
• Experience working with cloud-based solutions is a plus.
• Willing to travel based on customer and business needs (10-25% travel).
  

Perks:

• Company provided equipment you need to be happy at your job.
• PTO + holidays.
• Mandatory fun time. We mean it. Work-life balance in spades.
• Robust benefit offerings include Health, Dental, Vision, Life, Accident, Short Term Disability and Critical Illness (availability dependent on location)

Our Core Values:

• Do the right thing - Our employees are held to the highest standards. We act with integrity and honesty, embrace accountability, and do what’s right, even when no one is watching.
• Tenacity - We take a relentless approach in our business: We show up expecting to win every day, obsess about serving our clients and employees, and are driven by results.
• Have Fun & Be Bold - We support work-life balance and have fun while being our bold and authentic selves.
• Scrappiness - We do more with less. We are scrappy, determined, resourceful, and relentless in delivering results.

ShipHero would like to thank all applicants for their interest; however, only those selected for an interview will be contacted.

Ship Hero is committed to a diverse and inclusive workplace. ShipHero is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age or any other characteristic protected by law. We are committed to providing employment accommodation in accordance with the law. If you require accommodations due to a disability at any stage of our hiring process, please notify our Human Resources Team

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Last updated on Sep 10, 2024