Enterprise Customer Success Manager - Toronto, Canada - Aftership

Aftership
Aftership
Verified Company
Toronto, Canada

1 week ago

Sophia Lee

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Sophia Lee

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Description
Customer Success
Enterprise Customer Success Manager- Toronto, ON_

3 Nov 2023- Job Description


About Us


Our strong product market fit, prioritizing solving real problems for our customers, has resulted in a strong growth trajectory for the company.

We secured a 66 million dollar Series B in 2021.

At AfterShip, we are building a diverse and high-performing culture that encourages collaboration and experimentation on a global scale.

Even as a company with over 10 years under our belt and 450 AfterShippers across our 8 global offices, we embrace a dynamic and agile approach to our work.


We operate with a flat team structure, where you will have opportunities to contribute your ideas and take ownership over your work to create meaningful impact for the business and the customers we serve.

If you're looking for a vehicle to achieve your professional goals and work alongside fantastic teams, we invite you to join us.


Your Mission:

We succeed when our customers succeed. Customer Success is not only a critical function at AfterShip, but a core value of the organization.

As an Enterprise Customer Success Manager, you'll be the go-to individual for AfterShip's Enterprise customers and some of the industry's top DTC brands to ensure there's nothing standing in the way of harnessing the full power of AfterShip's solutions.

This is a high-impact position within the growing Customer Success team. You will have the opportunities to create meaningful impact within our organization and, most importantly, for your customers' businesses.


Responsibilities:


  • Leading new client onboarding process in collaboration with the Implementation Consultant
  • Prepare and present quarterly business reviews (QBRs) which include account performance metrics, industry insights, best practices and highlight incremental opportunities.
  • Act as the first point of contact for escalated support issues and file tickets with the appropriate teams ensuring the problem is ultimately resolved.
  • Thoroughly understand all aspects of the AfterShip platform in order to explain the technology to all types of users.
  • Be the client's trusted advisor to ensure they get the correct value out of AfterShip.
  • Help eliminate bottlenecks by working crossfunctionally with a global team across time zones (Sales, Support, Product, Engineering) in order to ensure customer success.
  • Communicate best practices and new product features to evangelize with customers, as well as delivering customer feedback to the Product team.
  • Be responsible for Dollar Retention Rate and Customer Retention Rate.
  • Be willing to travel for onsite client meetings/trade events (up to 40% and fully expensed).

Requirements:


  • 3+ years experience in a customerfacing, technical roles in either SaaS, eCommerce, or marketing automation technology
  • You have strong customerfacing skills and radiate enthusiasm, poise, confidence, and professionalism
  • Ability to understand and explain technical solutions in layman's term to client
  • You can successfully deliver multiple projects simultaneously with meticulous attention to detail
  • You're comfortable in a growthpaced environment that requires strong time management and prioritization skills
  • You have executive level interpersonal, project management, communication, and problemsolving skills
  • You have prior experience with business reports, preferably in the form of QBRs
  • You have excellent written and verbal communication and presentation skills
  • At AfterShip, we understand that not all applicants will have skills that match the job description exactly. We value diverse experiences and respect that experience comes in many different forms, so even if you feel you may not meet every qualification to a T then we still encourage you to apply. We are always looking for people who can help us continue to raise the bar for our team and who want to join us on our mission._

Why You Should Join Us:


  • We are super proud of our diverse and geeky culture, started by our software engineer turned CEO and cultivated by a group of amazing people from all over the world. You'll be part of a solutionsoriented team that puts egos aside to achieve new milestones and tackle challenges together.
  • We're a remotefirst team, meaning by default that employees work from home or on a hybridflexible basis in our hub locations (Toronto, Austin, Barcelona). You're empowered to choose a work setup that works best for you and your team. With flexible hours depending on your time zone, you'll be able to have a schedule that fits your working style and the requirements of your role. We have great ambition to make buying and selling easier for everyone in this world
- one of the most exciting spaces for a technology start-up to be in. There is virtually no ceiling for either what you will be doing or learning here, and we want to support you to grow exponentially, along with the company.


Perks:


  • Competit
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