JOB DESCRIPTION

　　As a ShipHero Customer Success Manager, you oversee the customer experience and manage your designated team's support team members. You will spend time visiting customers in our warehouses or theirs, learning about your customers, teaching customers ShipHero best practices, and pulling in resources from across the company to support customers in fully adopting ShipHero. Your goal will be to assist our valued customers in achieving their strategic objectives and maximum value from their investment with ShipHero by providing an elevated and personalized level of support.

　　These tasks are accomplished by developing an exhaustive understanding of the ShipHero application and working closely with ShipHero's excellent engineers, designers, sales and marketing teams. If you are interested in being part of a cutting-edge company disrupting the ecommerce logistics industry, take a moment to apply!

　　The best candidates have:

　　Experience in behavioral management, cross-department collaboration, and relationship building.

　　A demonstrated ability to implement, communicate, and measure initiatives within a global remote team.

　　A “roll-up-the-sleeves” mindset when the team or customers need assistance.

　　Experience in the ecommerce fulfillment industry and needs-based selling.

　　A demonstrated ability to maintain high employee engagement with low turnover.

　　Responsibilities:

　　Influence customer lifetime value by implementing strategies, programs, and frameworks your team will use to drive higher product adoption, customer satisfaction, and delight scores.

　　Proactively identify and leverage customer insights to capitalize on opportunities to grow your account base or mitigate customer adoption, retention, and health risks.

　　Leverage ShipHero customer success systems, processes, programs, and playbooks to support a delightful customer experience.

　　Demonstrate operational excellence by monitoring your team's performance across your book of business.

　　Contribute to customer success strategy and assets by leading and developing content, approaches, and programs that increase customer adoption, satisfaction, and retention.

　　Partner closely with teams across ShipHero to achieve company business objectives—foster relationships with sales, solutions engineers, product, marketing, and engineering.

　　Improve customer success team capabilities by hiring, motivating, coaching, and developing a high-performing team who are experts in ShipHero's platform, recommended best practices, change management, and customer engagement strategies.

　　Deliver transformational leadership so your team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing your team's strengths and aligning their efforts to our vision and mission.

　　Address escalated customer issues quickly and urgently, orchestrating resources across the company as appropriate and closing the loop with leadership.

　　NOTE: This job may require travel up to 1-week per month.

　　Will be required to travel to the US for training in our warehouses 1-2 times per year.

　　Will be required to travel in the APAC region as needed thereafter (up to 1 week per month)

　　Hours:

　　9am - 6pm ET for the first 3 months for training

　　9am - 6pm local after that