Customer Success Associate

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 ShipStation Global's 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 ShipStations 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 ShipStation Global over the near term and the long term. In addition, CSAs are expected to identify potential savings and changes in a customers 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 ShipStation Global 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 customers 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 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+) years customer service experience
• Experience in customer de-escalation
• Preferred: Experience with B2B or SaaS software

What will make you stand out?

• 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

The Tech

• Salesforce/Planhat