Customer Success Manager

CUSTOMER SUCCESS MANAGER

We are seeking to add an attentive, experienced Customer Success Manager to join our client's team.  The Customer Success Manager is someone who will go above and beyond for our clients when they need help and take a proactive approach to supporting them before problems arise. The ideal candidate is personable, detail-oriented, and has an extensive technical knowledge of warehouse management systems (WMS). A ShipHero expert will definitely catch our attention.

RESPONSIBILITIES:

• Own the client experience of our customer base from day 1, being a strategic growth partner and problem solving resource to support their long-term goals.
• Serve as the primary point of contact for all customer inquiries and needs.
• Engage with clients proactively to develop and maintain authentic, positive relationships, foster a best-in-class customer experience, and drive retention.
• Gather and apply insights from customer feedback to support continuous improvement of the customer experience, seeking new ways for us to support our customers.
• Collaborate cross-functionally with our sales, warehouse operations, and finance teams to optimize the customer experience, develop/support strategic marketing plans, and ensure KPIs are being met.
• Work with our finance team to identify and resolve billing disputes.
• Maintain accurate client records, keeping track of any contract updates and renewals.
• Assess customers’ goals and recommend appropriate services as needed, ensuring that each client is getting the ideal suite of services for their unique needs.
• Leverage a deep understanding of the technical aspects of our WMS to find solutions to customer needs and improve overall customer experience.
• Supervise and direct the work of other client service representatives.

WORK ENVIRONMENT:

• Onsite
• This is a full-time position

REQUIRED SKILLS:

• Superb written and verbal communication and interpersonal skills
• Thoroughness and exceptional attention to detail
• Excellent time management skills, organizational skills, and the ability to effectively manage and prioritize multiple competing tasks
• Deep, technical understanding of warehouse management systems such as ShipHero
• Proficiency with Microsoft Office, Google Workspace, Salesforce, and other common office or CRM software
• Self-driven, seeking out new opportunities to improve our service offerings and customer experience without external direction
• Strong general business acumen with a sense of strategic vision
• Data-driven approach with strong analytical skills

QUALIFICATIONS:

• Bachelor’s degree in business administration or other related field preferred
• 2+ of experience in customer success, account management, or similar roles, with experience in the warehousing, distribution, and logistics industry strongly preferred
• Expert-level competency with a warehouse management system (WMS) required, ShipHero experience strongly preferred

COMPENSATION & BENEFITS:

• Competitive salary commensurate with experience
• Flexible schedule
• Health, vision, and dental benefits
• 401(k) with 4% company match
• Paid vacation time
• Paid holidays and sick leave