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Customer Success Manager (Italian native)

Barcelona, ES · Madrid, ES · Mallorca, ES · Sevilla, ES · Valencia, ES

 

About us

At Auctane, we are united by a passion to help sellers — wherever they are, however they operate — fulfill the promises they make to consumers. The Auctane mission is to fuel commerce through exceptional delivery. We make it possible for businesses to meet the ever rising expectations of their customers, and we make the world smaller and more accessible to consumers everywhere. Auctane brands enable hundreds of thousands of merchants to annually deliver billions of products — over $200 billion worth — to customers around the globe. And Auctane is just getting started.

Auctane is a team of shipping and software experts with a passion for helping merchants move their ideas, dreams and innovations around the globe. The Auctane family includes ShipStation, Stamps.com, ShipEngine, Endicia, Metapack, GlobalPost, Packlink, and Return Rabbit. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Our values

Win as One. Delight Customers. Deliver Great Outcomes. 

 

About the role

At Auctane, we know our customers are at the heart of everything we do. That’s why the Customer Success Manager (CSM) plays such a pivotal role. As a CSM, you’ll build and nurture relationships in our Italian and Spanish markets with our most strategic customers, helping them unlock their business goals with the power of Auctane’s products and services.

You’ll go beyond the surface, diving into their operations to uncover opportunities to streamline processes, adopt best practices, and identify areas for growth and monetization. Whether it’s optimizing carrier selection or recommending strategies for maximizing returns, your expertise in Packlink and e-commerce will guide them to success.

By ensuring our customers thrive, you’ll play a critical role in driving retention, cultivating future opportunities, and fueling growth—for both our customers and Auctane. Join us and be the trusted partner who helps our customers ship their way to success!

About the Team

As a Customer Success Manager you’ll be part of our Sales team in Spain. Join our truly dynamic environment where you're challenged every day, fostering growth and adaptability. Experience a strong team environment where victories and occasional setbacks are shared, promoting camaraderie and resilience. Engage in an honest, transparent culture that cultivates high performance and mutual trust. Pursue challenging yet achievable targets, offering the opportunity to earn bonuses monthly. Be a part of a business driving transformation in the ecommerce fulfillment market, contributing to meaningful change. Benefit from real-time training, coaching, and mentoring provided by experienced leaders and supportive colleagues, empowering continuous learning and development.

What will you be doing?

  • Account Ownership: Manage a book of business that has potential account optimization/monetization opportunities. Partner with implementation in the effort of continued account growth.
  • Diagnose and Document:  Become proficient in identifying areas of potential customer savings, as well as areas of monetization and growth.
  • Relationship Management: Engage customers and establish trust and rapport with the goal of the customer allowing us to speak into their business and process.
  • Customer retention and growth: Proactively engage with clients to understand their goals, challenges, and objectives. Collaborate with cross-functional teams to develop strategies and initiatives that drive customer success and promote retention
  • Customer advocacy: Act as a customer advocate within the company, conveying feedback and insights to relevant teams to drive product/service improvements. Continuously monitor customer satisfaction and identify opportunities to enhance the customer experience.
  • Data analysis and reporting: Utilize customer success tools and data analytics to track customer performance, identify trends, and measure the effectiveness of customer success initiatives. Provide actionable insights to customers and internal stakeholders.

What are we looking for?

  • Three or more (3+) year’s Sales experience.
  • Experience with B2B or SaaS software preferred.
  • Experience in call de-escalation is preferred.

The Tech

  • Salesforce
  • Zoom
  • Zendesk
  • JIRA
  • Slack
  • G Suite
  • Looker

What do we offer?

  • 💸 Clear and transparent compensation plan. We will discuss the indicated range with you in the first recruiting call to ensure that we are on the same page. 
  • 📦 99% discount on your personal shipment orders via Packlink.pro
  • 💙 Up to 150 USD/year to match your NGO donations! We are happy to support your initiatives by duplicating the amount donated.
  • 😊 Volunteer day. You can take 1 day off per year to participate in volunteering activities! We will love to see some pictures in our slack!
  • Referral Fee 🔗 We need your support in hiring top-class talent! We offer a referral bonus of 1k-3K, depending on the complexity of the role and the hiring process.
  • ⚖️ Great work-life balance We offer a flexible work schedule and will do our best to adapt to your personal situation. Working in a fast-paced environment can be intense, but that doesn’t mean you shouldn’t enjoy your free time!
  • 💜 An inclusive and upbeat work environment Leave your suit behind... we’re a t-shirt and converse kind of place! More importantly, our company culture promotes diversity and inclusion. The personality and opinions of each of our team members are important and valid, and we aim to offer all employees a safe environment where they can be themselves and thrive.
  • 🌍 A cross-cultural atmosphere We are a truly international team of 20 nationalities that speak 10 languages. Our company language is English and all internal communication and company-wide meetings are in English.
  • 🏟️ Company events Work hard, play hard! We do our best every day, even at our regular team-building events. 
  • 📺 Internal and external training, free access to online training platforms such as Linkedin Learning
  • 🏠 We are a remote-first company All team members at Auctane Spain are remote employees. We also cover your expenses for working from home (50€ net per month/600€ per year).
  • 🌅 We have 25 days of holidays per year (23+🎂 your Birthday Take your birthday off to celebrate!+Christmas).
  • 💻 Everything you need to work from home. Whether you prefer Mac, Linux, or Windows (or an additional screen or two), we set you up for success when working remotely.
  • 🏥 8 hours per year for attending to medical appointments. 
  • 👩‍⚕️ 10 hours per year to support your family members when going to the doctor)
  • 📙 Personal Training Budget. Up to 800€/year training budget (certifications, conferences attendance, etc.) to invest in your professional development. We want to help you improve your technical skills, feel involved in the product community, and develop your soft skills to lead teams and manage other stakeholders.
  • 💰 Flexible Salary We work with a flexible compensation plan for transport, restaurants, and kindergarten so our employees can save on personal income tax via Cobee.
  • 🗺️ Languages classes every week. Thirsty for knowledge? Learn a new language by joining our free English/Spanish/French classes. In groups of 4-5 people, you can connect and enjoy taking up a new language or improving your current skills with one of our great instructors.
  • 🏐 Health and Wellness: The well-being of our team is super important to us. 
    • Up to 55€ to cover your Gym membership or exercise classes (pilates, kick-boxing, etc.).
    • Private health insurance, we offer a great plan courtesy of our partner Alan.
  • 👩‍⚕️We have psychological assistance vouchers free of charge.
  • 🏢 Nice Office in the center of Madrid (free drinks, snacks…)

 

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