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 escalation procedures.
  
  
  
  
• 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.
  
  
  
  
• 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.
  
  
  
  
• Collaborates with other departments to ensure the customer experience is seamless.
  
  
  
  • Ability to clearly explain and define issues and expectations, with all necessary details.
  
  
  
  
• Assist ShipStation support staff with resolving escalated customer conversations
  
  
  
  • Work with ShipStation support agents on tactics to help de-escalate volatile customer conversations.
  • Meet with customers to analyze their account for deficiencies in workflow, automation, and carrier spend, as well as look for monetization opportunities.
  
  
  
  

What are we looking for?

• High School diploma or G.E.D
• One or more (1+) year's customer service experience
• Experience in customer de-escalation
• Acumen: based on customer service and product experience
• Customer Satisfaction
• Listening
• Communication
• Adaptability
• Teamwork
• Written Communications
• Critical Thinking
• Goal Setting
• Time Management
• Collaboration
• Decision Making
• Coaching
• Motivation

What will make you stand out?

• Preferred experience with B2B or SaaS software

The Tech

• Salesforce/Planhat
• Zoom
• Zendesk
• JIRA
• Slack
• G Suite
• Looker

What do we offer?

• We are a hybrid company. All team members at Auctane in Austin come into the office Tuesdays, Wednesdays and Thursdays.
• Take the reins of your time off with our Flex Time Off policy - because work-life balance should always be in your hands!
• We offer 12 paid holidays for all of our US employees!
• 401k employer matching program - because your future deserves a friendly boost!
• We conduct annual merit reviews to recognize and reward your hard work and achievements.
• Company events, we work hard, play hard! We do our best every day, even at our regular team-building events.
• Attractive office space in the heart of central Austin, Texas (free drinks, snacks...).
• Indulge in weekly catered lunches at our office - a delicious perk to fuel your work.
• Health and Wellness: The well-being of our team is super important to us. Choose from different options that include medical, dental, and vision plans.
• Fitness center in the office with Tonal Mirrors, Pelotons, free weights, etc.
• Employee Assistance Program. We offer up to 8 free mental health sessions.
• We offer gym discounts to help you stay fit and healthy!
• We offer education reimbursement to all employees, ensuring that you can pursue your educational goals while excelling in your career with us. Invest in your future and let us support your growth every step of the way.
• Employee Referral Program! We reward employees helping us find top talent!
• An inclusive, casual and upbeat work environment. The personality and opinions of each of our team members are important and valid; we aim to offer all employees a safe environment where they can be themselves and thrive.

Additional Position Duties: (The following is a list of what all employees, except those with medical accommodation, may be regularly required to do.)

• Sit for prolonged periods of time
• Utilize wrist and hands for a prolonged period of time
• Walk short distances
• Stand for short periods
• Speaking and conversing with others
• Lift up to 25lbs without assistance up to chest height

Equal Opportunity Employer/Veterans/Disabled

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