Implementation Success Manager

Job Description

Before you read on, take a look around you. Chances are, pretty much everything you see has been shipped, often multiple times, in order to get there. E-commerce is exploding, and with it, parcel shipping is becoming a meaningful factor in a business' ability to succeed. Creating a compelling shipping experience for customers is hard but necessary.
At Shippo, our goal is to level the playing field by providing businesses access to shipping tools and terms that would not be available to them otherwise.
By lowering the barriers to shipping, businesses, marketplaces, and platforms are able to connect to multiple shipping carriers, get shipping rates, print labels, automate international documents, track shipments, and facilitate returns.
About the role:

The implementation success manager interacts with customers once they come on board to Shippo. You love working with them from the sales cycle all the way through to go-live and post implementation review and support. To them, you are their partner and trusted advisor that has learned their business and processes. You love taking on tough complex projects and managing from inception to successful rollout. You love taking care of customers, showing them new ways, helping them to understand the software and benefits. No customer is too small. You are the voice of the customer to the company. Responsibilities

• Are energized by high-pressure situations, a fast-paced workplace, and a very busy inbox
• Are familiar with supporting online applications, Internet technologies, and is adept at communicating technical concepts (ie. Specifically, you have experience in APIs - can talk about them and can figure out issues)
• Are able to influence customers’ adoption of paid product features as appropriate for their business
• Are resourceful, detail-oriented and truly passionate about making sure the customer gets what they need
• Project-managing and monitor the implementation process, delivering best-in-class customer service and meeting every milestone
• Help define implementation best practices, creating an efficient and repeatable model
• Interface with clients and partners to define and execute integrations
• Aggregate customer insights for reporting back to clients
• Contribute to product roadmap by feeding back the customer's voice, empathetic listening to them and translating their needs internally
• Able to welcome and embrace change as we continue to learn and grow!
  

Requirements

• A minimum of 2 years experience working in a direct customer-facing role, with at least one of those years implementing SMB customers
• Impeccable project management skills with the ability to work across teams to get customer Shippo implemented as efficiently as possible.
• Deep understanding of technology and software integration
• Ability to present in front of an audience and lead customer trainings
• Experience previously working in a startup environment - doing implementations for a company like Shippo is very different from working for a larger, more regimented company - you have the opportunity to create this space!
• Ability to surface customers’ business needs and communicate Shippo’s ability to meet those needs
• Used tools like Google Apps, Slack, Zendesk or other similar CRMs