Customer Success Manager, PSA Verified (Remote - East Coast)

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team.

Our services span collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder.

Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, and France.

As part of our interview process, we request that candidates have their cameras on during video interviews. This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment. Certain interview steps may take place by phone. For remote roles, and at our discretion, candidates may be asked to participate in an on-site interview as part of the final stages of the process.

We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed. Your recruiter will be able to clarify expectations and answer any questions you have.

We are looking for a meticulous and knowledgeable PSA Verified Customer Success Manager to join our PSA Vault team. As a PSA Verified Customer Success Manager, you will play a vital role in the PSA Verified repack ecosystem. You will work directly with our Verified clients maintaining and expanding their repack business. In this capacity, you will ensure the readiness and delivery of each order that will help maintain the trust and confidence of our valued collectors and buyers. Furthermore, you will help to identify, resolve, and escalate any operational issues or other concerns with the PSA Verified team.

You’ll report to the Senior Manager, Vault Operations & Customer Experience and work remote, with preference for remote candidates who are within a commutable between our East Coast offices (Jersey City, NJ and New Castle, DE).

What You’ll Do:

• Maintain acquisition and delivery schedules for repack customers post-launch

• Forecast future client orders for Vault Operations readiness

• Create check-ins for each client to maintain progress towards each series

• Highlight new opportunities for product growth with each client

• Suggest target high-value inventory to build around repack series 

• Coordinate with client to adjust PSA offers campaigns to match inventory pacing needs

• Monitor social media on audience feedback for each product

• Review with Vault Operations team on all box supply refill needs

• Work with data team to monitor client health

• Work with finance and accounting to align on client reporting and invoicing

• Catalog common production issues and partner with your manager to improve workflows aimed at limiting the number of issues

• Collaborate with the Vault Operations team as needed to review and improve ingestion and logistical processes, clarifying any discrepancies or issues

Who You Are:

• Familiarity and prior experience with standard concepts, practices, and procedures within the fulfillment ecosystem

• Proven ability to work independently and meet deadlines

• Passion for customer experience with a demonstrated track record of going above and beyond to create excellent customer experiences

• Prior experience in supply forecasting preferred

• Strong attention to detail along with excellent research skills

• Strong organizational skills and the ability to manage multiple tasks simultaneously

• Strong understanding of Google Sheets, Docs and similar tools

• Excellent written and verbal communication skills along with collaboration skills to work effectively with cross-functional teams

• Familiarity for card collecting and trading, with prior experience in the field being highly desirable