Customer Success Manager (West Coast Area)

ShipHero

12d

About The Position

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. To make that vision a reality, we're hiring a Customer Success Manager, to oversee 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.
Please note that we are only considering candidates who currently reside in the West Coast area. We are looking for local candidates. Unfortunately, we are unable to offer relocation assistance for this role at this time. Only applicants who currently live in this region will be considered.

Requirements

• 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.
• Willing to travel based on customer and business needs (10-25% travel).

Nice To Haves

• Strong operational warehouse management experience is a plus.
• Experience using ShipHero's Warehouse Management System is a plus.
• 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.

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.

Benefits

• 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)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level