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Job Description
Auctane is seeking a Customer Success Manager to build and maintain strong relationships with strategic customers. The Customer Success Manager will help customers achieve their business goals through the use of Auctane products and services. This role is based in either Denver, Colorado, or Salt Lake City, Utah, and requires frequent travel to customer locations.
The role involves:
- Researching and analyzing accounts for efficiency and monetization potential.
- Using Salesforce, Looker, and MGMT to understand ShipStation applications and e-commerce markets.
- Resolving issues and communicating application functionality to users.
- Escalating cases requiring extensive troubleshooting or developer support.
- Informing customers of potential savings and account changes.
- Identifying deficiencies in customer workflows and recommending best practices.
- Communicating trending issues and product suggestions internally.
- Collaborating with other departments to ensure a seamless customer experience.
- Assisting ShipStation support staff with escalated customer conversations.
- Delivering business reviews and value-added materials to customers in person.
Requirements:
- Four or more years of account management and/or customer service experience.
- Experience with B2B or SaaS software preferred.
- Experience in call de-escalation preferred.
- High School Diploma or G.E.D.
- Based locally in the Denver or Salt Lake City market.
- Proficiency in Salesforce, Zoom, Zendesk, JIRA, Slack, G Suite, and Looker.
Auctane offers:
- Flex Time Off policy
- 12 paid holidays
- 401k employer matching program
- Annual merit reviews
- Medical, dental, and vision plans
- Employee Assistance Program (8 free mental health sessions)
- Gym discounts
- Education reimbursement
- Employee Referral Program
- Inclusive and upbeat work environment
