Customer Success Manager

Our Customer Success & Support team helps a variety of customers, ensuring they have a pleasurable experience with Mr. Ship It. The core responsibilities are the onboarding, support and overall success of our customers.

The CSM will be charged with the further development, training, and management of the Customer Success Team (CST). This department will be comprised of Customer Success Agents (and other customer facing employees) manning the company's call center, helpdesk system, cashiers, and in-person customer interaction.

Our CSM leading the Team will work closely with customers to discover their needs and challenges and then coach them on the best ways to use Mr. Ship It to solve them.

From time to time our CSM may also work directly with our Systems Developers, Operations Manager, Accountant, and President.

Part coach, project manager and product expert; the Mr. Ship It CSM will be continually focused on helping our customers improve their shipping experience and interaction with the company.

Who are we looking for:

• You're empathetic to customers and can easily put yourself in their shoes. You realize that not everyone has the same skill set and that smart people sometimes make mistakes. You make customers feel empowered after interacting with support and not unintelligent because of a small mistake.
• You obsess over the details. You make sure each word and each punctuation mark makes the customer delighted to work with you.
• You love solving problems. Every customer is different, many times radically so. You relish being able to meet their specific need, and also solving their problems that may have gone unsaid.
• You love to write. At Mr. Ship It a lot is done via written communication (both with customers and between teammates).
• You're persistent. You love the opportunity to solve new problems every day and won't give up when you don't know the answer right away.
• You love doing things efficiently. At Mr. Ship It, the work you do will have a disproportionate impact on the business. We believe in systems and processes that let us scale our impact to be larger than ourselves.
• You love to set your own course. At Mr. Ship It, we have quick team meetings each week and one-on-one meetings every month and then we go make things happen. You get to make things happen without someone saying so.
• We believe giving the best support to our customers is important. For that reason, we only consider candidates who want to dedicate at least the next year or two to giving great support to Mr. Ship It customers.

Responsibilities:

• Empathize with every aspect of the customer experience, putting customers’ needs first.
• Guide and coach customers and employees with a proactive customer success processes.
• Travel and meet with customers at all company locations to discover and understand their needs and help them utilize the products and services of Mr. Ship It in a beneficial way.
• Upsell clients on additional Mr. Ship It products and services that you believe they may need.
• Coach customers on how to utilize the products and services of Mr. Ship It to benefit them.
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty and customer retention.
• Identify common customer challenges and proactively suggest better solutions.
• Provide superior in person customer service and customer satisfaction.
• Play an integral role in business development efforts by monitoring and reporting on customer feedback, follow up with any issues, and monitor customer satisfaction across service lines
• Identify new needs of our customers
• Monitor the quality of customer support
• Create customer onboarding assets, adapt existing customer onboarding assets and work with marketing to refine existing and create new onboarding assets.
• Help drive customer references and case studies.

Requirements:

• Self-motivated, proactive, high energy team player with innovative ideas to inspire customer loyalty, adoption and retention.
• Strong interpersonal skills and experience building strong internal and external relationships.
• Proven track record of highly-professional customer service in a fast paced, dynamic environment.
• Diplomacy, tact, and poise under pressure when working through customer issues.
• Excellent written and verbal communication
• Flexible and willing to pitch in as needed – focused on teamwork
• Detail oriented
• Strong analytical, problem-solving and leadership skills
• Passion for driving change in education
• Tech savvy and able to quickly learn and navigate new technology
• Bachelor’s Degree or equivalent experience required. 3+ years of experience in a customer-facing customer success and customer support role.

Compensation & Benefits:

• Competitive Salary
• Annual company retreat to some place exotic...well not exotic but someplace not Nassau.
• At least 2 weeks vacation a year
• Annual Mr. Ship It shipping credit ($500)
• Paid Birthday Off
• Fun team events outside of work hours
• A team of awesome, like-minded, driven people that support each other.
• Challenging and rewarding work environment at a company with a huge vision
• Ability to move up in a rapidly growing company