Customer Success Associate

 

 

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, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Our values

About the role

The primary purpose of the Customer Success Associate position is to minimize customer & revenue churn on non-managed accounts. CSAs leverage data and analytics to identify ‘at risk’ customers. They then engage with those customers and work to resolve any concerns both near and long term. CSAs utilize their deep platform and industry knowledge to find and implement creative solutions to customer concerns. CSAs look for opportunities to make a customer's account as efficient as possible, as well as look for potential areas of monetization. CSAs escalate key bugs and feature requests to product teams for resolution. 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.

This position is hybrid (3 days per week in office) and is located in Austin, Texas. Up to 5% travel to visit customer locations for training purposes. 

About the team

The Customer Success department's purpose is to to build and maintain strong relationships with our most strategic and highest revenue producing customers. The team provides customers with exceptional service and technical expertise in shipping, logistics, software and hardware. The department drives retention, increases merchant shipments by saving them time and money, and helps the business to grow profitable revenue by recommending and implementing Auctane products and services.

What will you be doing?

1. 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.
2. 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. 
3. Get in contact and meet with customers to identify core needs, understand key challenges which may cause the customer to eventually churn and put a plan in place to keep them with Auctane over the near term and the long term. In addition, CSAs are expected to identify potential savings and changes in a customer’s account that will benefit their process as well as what they are spending with their carriers.
• Ability to use platforms like Looker, SalesForce, and platform administration tools
• Knowledge of new and existing Auctane platform 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.
4. Communicates trending questions, issues, and product suggestions internally, clearly and concisely.
• In-depth knowledge of Auctane software, especially ShipStation
• Ability to clearly explain and define issues and expectations.
5. Collaborates with other departments to ensure