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Customer Success Manager
Job Description
Position Summary:
The Customer Success Manager will be responsible for developing and maintaining strong relationships with customers to ensure their success and satisfaction. The CSM will work with customers to understand their goals, objectives, and challenges to provide personalized support and guidance.
Essential Duties and Responsibilities:
The essential functions include, but are not limited to the following:
o Build and nurture long-term relationships with customers, serving as their main point of contact.
o Identify customer needs and growth plans to help expand the customer footprint within EasyPost’s stack of services.
o Escalate issues to internal stakeholders that may arise to get appropriate support to solve the customer’s problems.
o Conduct weekly/monthly/quarterly check-ins, as appropriate, to assess the overall health of the account and identify successes and potential red flags
o Have the hard conversations.
o Maintain customer data i.e. contacts, account health, significant events, etc. in company supported CRM.
o Collect data from our customers to give back to EasyPost to understand where EasyPost can improve and where we are succeeding.
Minimum Education & Experience Qualifications:
o Bachelor's degree
o 2-5 years of experience in a customer-facing role
o Demonstrated track record of effectively decreasing churn, increasing revenue, and wowing your customers.
o Proven ability to work unsupervised or as a team member of both the local office team and wider company teams
o A self-starter with initiative, drive and strong desire to succeed
o Previous experience working in shipping and logistics a plus
o Knowledge of Salesforce and Zendesk a plus
Core Competencies Required:
o Knowledge & Application: Learn to use professional concepts. Applies knowledge and basic problem solving techniques to define and resolve problems. Determines a course of action based on guidelines.
o Complexity & Problem Solving:Works on problems of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Work is reviewed periodically based on a set of defined procedures or precedence. Normally receives general instruction on work and new assignments.
o Collaboration & Interaction: Develops stable working relationships internally. Exchanges standard/basic information with colleagues and immediate supervisor, project leaders and other professionals in the team/group.
