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, Endicia, Metapack, GlobalPost, Packlink, and Return Rabbit. 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

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.

Primary Objectives:

1. Diagnose and Document:  Become proficient in identifying areas of revenue and retention risk, areas of customer savings, as well as areas of monetization and growth.
2. Solutions Orientation: Engage customers and establish trust and rapport with the goal of the customer allowing us to understand their core needs and ways to ensure they are recognizing extreme value from their use of our products and services.
3. Customer retention and growth: Proactively engage via phone, email, and Zoom meetings with clients to understand their goals, challenges, and business objectives. Collaborate with cross-functional teams to develop strategies and initiatives that drive customer success and promote retention.
4. Customer advocacy: Act as a customer advocate within the company, conveying feedback and insights to relevant teams to drive product/service improvements. Continuously monitor customer satisfaction and identify opportunities to enhance the customer experience.
5. Data analysis and reporting: Utilize customer success tools and data analytics to understand customer performance, identify trends, and measure the effectiveness of customer success initiatives. Provide actionable insights to customers and internal stakeholders.

This position is hybrid (3 days per week in office) and is located in Austin, Texas.

Travel Requirement: Up to 10% travel required.

Sales Perks:

• 🌴 Fully Paid Annual International President's Club Trip (Auctane Employee Plus One)
• 🌐 Fun Annual Global Revenue Kick Off Week at HQ in Austin, TX 
• 🤝 Auctane Roof Top Happy Hours

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?

• 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.
• 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 escala