Experienced Full Stack Customer Success Manager – Shipping and E-Commerce Solutions
At arenaflex, 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. arenaflex products enable hundreds of thousands of businesses to annually mail and ship billions of items — over $200 billion worth — to recipients around the globe. Our values are at the heart of everything we do: Win as One, Delight Customers, and Deliver Great Outcomes. We strive to create a culture that is collaborative, innovative, and customer-centric.
About the Role
We are seeking an experienced Full Stack Customer Success Manager to join our team. As a Field Customer Success Manager, you will be responsible for building and maintaining strong relationships with our most strategic customers. You will learn their business goals and help them achieve those goals through the use of arenaflex products and services. Your primary focus will be on making a customer's account as efficient as possible, as well as identifying potential areas of monetization.
Responsibilities
* Research and analyze current accounts for signs of efficiency and potential for monetization
- Initiate escalations for cases that need more extensive troubleshooting, code changes, or other developer support utilizing a standard escalation process
- Get in contact and meet with customers to inform them of potential savings and changes in their account that will benefit their process as well as what they are spending with their carriers
- Communicate trending questions, issues, and product suggestions internally, clearly and concisely
- Collaborate with other departments to ensure the customer experience is seamless
- Assist ShipStation support staff with resolving escalated customer conversations
- Travel to customer locations and provide in-person guidance and partnership
- Deliver Business Reviews and other value-added materials to customers in person at their business/shipping locations
Requirements
* Four or more (4+) 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
The Tech
* Salesforce
- Zoom
- Zendesk
- JIRA
- Slack
- G Suite
- Looker
What We Offer
* 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.
- 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.
- 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 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.
- Attractive HQ in the heart of central Austin, Texas.
Additional Position Duties
* 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
If you are based in California, we encourage you to read this important information about the arenaflex Privacy Policy for California residents linked here.
Salary Range for CO applicants is: $100K base + $24K variable commission.
We are an equal opportunity employer and welcome applications from diverse candidates. If you are passionate about delivering exceptional customer experiences and have a strong background in account management and customer service, we encourage you to apply for this exciting opportunity.
How to Apply
If you are ready to take your career to the next level and join a dynamic team that is passionate about delivering exceptional customer experiences, please submit your application through our website. We look forward to hearing from you! Apply for this job