Manager, Customer Success

Shipfusion•York, PA

6d•Onsite

About The Position

Shipfusion gives brands the best tools possible for building a successful eCommerce operation. We were founded by a team of long-time eCommerce and logistics professionals who believe retailers should be able to trust their fulfillment partners as much as their in-house team. At Shipfusion we pride ourselves on our commitment to entrepreneurship and innovation. We are always looking for individuals who share these values, and who are looking to further their careers in a unique and rapidly growing organization! The Opportunity: We are looking for a highly motivated Client Service Site Manager to join our Customer Success team! Reporting to the VP of Client Success you will be a key part of managing the success of Shipfusion’s clients.

Requirements

5+ years of client services, or project management experience
2+ years of experience managing and developing customer-facing teams.
Proficient with technology including G-Suite and data manipulation via Spreadsheet
Strong communication and client management skills
A self starter who can work independently
Ability to quickly adopt to new technical processes and roll out new technical workflows to clients
Desire to work in a fast-paced, tech-oriented culture
Experience managing complex accounts, escalations, and competing priorities.
Strong leadership and coaching skills with a track record of developing high-performing teams.

Responsibilities

Be responsible for managing the day to day functions of accounts ranging from medium to high revenue on a monthly basis
Provide Shipfusion onboarding and continued education/training throughout lifecycle
Provide world class customer support to clients, handling all questions and escalated issues as required
Work directly with our Support and Warehouse teams to ensure deliverables are being achieved
Work alongside the Sales team to provide product demonstrations to prospective clients
Help strategize with customers on how to optimize the Shipfusion portal
Managing customer projects through our proprietary customer portal
Be able to succeed in a high pressure, entrepreneurial environment.
Build strong, trusted relationships with key customers and serve as a senior point of contact for escalations and complex client needs.
Develop and standardize Customer Success processes, playbooks, reporting, and best practices.
Monitor customer health and identify risks early, creating clear action plans to address at-risk accounts.
Lead regular account reviews and ensure the team is effectively communicating performance, opportunities, risks, and recommendations to customers.
Track and report on key Customer Success metrics and team performance.
Coach and support Account Managers and Support team members
Be the advocate for Client Services and our clients within the local operation
Additional duties as requested by the business as dictated by business needs