The Opportunity:We are looking for a highly motivated Client Service Site Manager to join our Customer Success team! Reporting to the VP of Client Success you will be a key part of managing the success of Shipfusion's clients in our brand new fulfillment centre.
In this role you will...
- Be responsible for managing the day to day functions of accounts ranging from medium to high revenue on a monthly basis
- Provide Shipfusion onboarding and continued education/training throughout lifecycle
- Provide world class customer support to clients, handling all questions and escalated issues as required
- Work directly with our Support and Warehouse teams to ensure deliverables are being achieved
- Work alongside the Sales team to provide product demonstrations to prospective clients
- Help strategize with customers on how to optimize the Shipfusion portal
- Managing customer projects through our proprietary customer portal
- Be able to succeed in a high pressure, entrepreneurial environment.
- Build strong, trusted relationships with key customers and serve as a senior point of contact for escalations and complex client needs.
- Develop and standardize Customer Success processes, playbooks, reporting, and best practices.
- Monitor customer health and identify risks early, creating clear action plans to address at-risk accounts.
- Lead regular account reviews and ensure the team is effectively communicating performance, opportunities, risks, and recommendations to customers.
- Track and report on key Customer Success metrics and team performance.
- Coach and support Account Managers and Support team members
- Be the advocate for Client Services and our clients within the local operation
- Additional duties as requested by the business as dictated by business needs
What You'll Bring to the Team (Required Skills):- 5+ years of client services, or project management experience
- 2+ years of experience managing and developing customer-facing teams.
- Proficient with technology including G-Suite and data manipulation via Spreadsheet
- Strong communication and client management skills
- A self starter who can work independently
- Ability to quickly adopt to new technical processes and roll out new technical workflows to clients
- Desire to work in a fast-paced, tech-oriented culture
- Experience managing complex accounts, escalations, and competing priorities.
- Strong leadership and coaching skills with a track record of developing high-performing teams.
Attractive Salary and Lucrative Compensation Plan: Earn what you deserve with our competitive and rewarding salary package.
Comprehensive Health and Dental Coverage: Enjoy peace of mind with health and dental benefits for you and your loved ones, starting from day one.
Generous Vacation Time: Recharge and explore with 15 days of paid vacation and 5 paid wellness days.
Vibrant Company Social Events: Connect and celebrate with exciting social events that bring our team together.
Exclusive Employee Discounts: Enjoy special savings with our employee discount program on your favorite products.
Employee Assistance Program (EAP): Access to comprehensive support services that promote employee well-being and work-life balance.
Calm App Subscription: Receive 100% coverage for the Calm app, providing you with resources for meditation, sleep improvement, and stress management.
Positive Company Culture: Join a workplace known for its supportive, inclusive, and dynamic culture.
High Employee Retention Rates: Be part of a company where employees are valued and tend to stay, reflecting our commitment to employee satisfaction and growth.
