Customer Success Associate

 

About us

At Auctane, we are united by a passion to help businesses deliver — whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items — over $200 billion worth — to recipients around the globe.

The Auctane family of mailing and shipping software products includes ShipStation, Stamps.com, ShipStation API, Metapack, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Our values

Win as One. Delight Customers. Deliver Great Outcomes. 

 

About the role

As a Customer Success Associate, you will be responsible for the service management of a large number of small to medium business accounts to achieve retention, mutual growth, cooperation and capture new business opportunities.
The main area of responsibility is ownership of the customer’s lifecycle, following contract signature, through onboarding to implementation, then BAU and contract renewal, including delivery and performance of all services and products.

What will you be doing?

• Proactively review account performance, risk, growth and development opportunities.  
• Be curious, probing and challenging to ensure we have the best possible view of how the customer perceives their relationship with Metapack
• Responsible for distributing customer communications and providing effective responses or internal referrals to incoming requests 
• Ensuring business CRM is up-to-date with accurate data quality
• Developing close, mutually beneficial client relationships with key decision makers across all relevant functions including Operations, IT, Carrier, E-commerce and Purchasing and at all appropriate levels of seniority within those functions.  
• Reviewing the portfolio segmentation to feed into creating account plans in order to gain an appreciation of account’s development and growth opportunities
• Ensure both regular client and internal business performance reports are in place. 
• Work effectively with Metapack colleagues across all functions of Product, Core Technology / Engineering, Support, Professional Services, Marketing, Carriage, Delivery, Finance and New Business to ensure internal and external customer expectations are met
• Owning the commercial and service delivery relationship within the accounts: 
• Responsible for the administration of customer contracts
• Track customer contract renewal dates to support account plans
• Ensure index-linked annual increases are applied, where relevant
• Ensure volume forecasts are used to trigger volume payment thresholds in a timely manner
• Own Service Management, incident and change management 
• Responsible for continual service improvement and customer satisfaction.

What are we looking for?

• Highly organised and structured
• Strong customer service orientation  
• Excellent communicator, both internally and externally; strong verbal and written communication skills in order to influence and persuade clients
• Excellent attention to detail and organisational skills; ability to meet deadlines 
• Ideally exposure to the retail trade as a supplier or service provider 
• Preference for experience with Salesforce or other/similar CRM

What will make you stand out?

Metrics oriented. Used to working with KPIs such as 

• Global Revenue (Budget)
• Portfolio Revenue
• Customer Churn mitigation
• Upsell / Growth revenue
• Debt management
• Customer retention through effective contract renewals

What do we offer?

• 🗓️ Annual Salary Review: We are reviewing the salaries of all our teams annually in order to evaluate an increase according to individual performance and the business results.

• 📦 99% discount on your personal shipment orders via Packlink.pro

• 💙 Up to 500PLN/year to match your NGO donations! We are happy to support your initiatives by duplicating the amount donated.

• 😊 Volunteer day. You can take 1 day off per year in order to participate in volunteering activities! We will love to see some pictures in our slack!

• Referral Fee 🔗 We need your support in hiring top-class talent! We offer a referral bonus of 4-20k, depending on the complexity of the role and the hirin