Customer Success Associate at Auctane

Zielona Góra, Lubusz Voivodeship, Poland -

Full Time

Start Date

Immediate

Expiry Date

22 Jan, 26

Salary

0.0

Posted On

24 Oct, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service Orientation, Communication Skills, Attention to Detail, Organizational Skills, Salesforce Experience, Metrics Orientation, Account Management, Client Relationship Development, Service Management, Contract Administration, Performance Reporting, Cross-Functional Collaboration, Problem Solving, Proactive Account Review, Risk Management, Growth Opportunities Identification

Industry

Software Development

Description

About us At Auctane, we are united by a passion to help businesses deliver — whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items — over $200 billion worth — to recipients around the globe. The Auctane family of mailing and shipping software products includes ShipStation, Stamps.com, ShipStation API, Metapack, GlobalPost, and Packlink. 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 As a Customer Success Associate, you will be responsible for the service management of a large number of small to medium business accounts to achieve retention, mutual growth, cooperation and capture new business opportunities. The main area of responsibility is ownership of the customer’s lifecycle, following contract signature, through onboarding to implementation, then BAU and contract renewal, including delivery and performance of all services and products. What will you be doing? Proactively review account performance, risk, growth and development opportunities. Be curious, probing and challenging to ensure we have the best possible view of how the customer perceives their relationship with Metapack Responsible for distributing customer communications and providing effective responses or internal referrals to incoming requests Ensuring business CRM is up-to-date with accurate data quality Developing close, mutually beneficial client relationships with key decision makers across all relevant functions including Operations, IT, Carrier, E-commerce and Purchasing and at all appropriate levels of seniority within those functions. Reviewing the portfolio segmentation to feed into creating account plans in order to gain an appreciation of account’s development and growth opportunities Ensure both regular client and internal business performance reports are in place. Work effectively with Metapack colleagues across all functions of Product, Core Technology / Engineering, Support, Professional Services, Marketing, Carriage, Delivery, Finance and New Business to ensure internal and external customer expectations are met Owning the commercial and service delivery relationship within the accounts: Responsible for the administration of customer contracts Track customer contract renewal dates to support account plans Ensure index-linked annual increases are applied, where relevant Ensure volume forecasts are used to trigger volume payment thresholds in a timely manner Own Service Management, incident and change management Responsible for continual service improvement and customer satisfaction. What are we looking for? Highly organised and structured Strong customer service orientation Excellent communicator, both internally and externally; strong verbal and written communication skills in order to influence and persuade clients Excellent attention to detail and organisational skills; ability to meet deadlines Ideally exposure to the retail trade as a supplier or service provider Preference for experience with Salesforce or other/similar CRM What will make you stand out? Metrics oriented. Used to working with KPIs such as Global Revenue (Budget) Portfolio Revenue Customer Churn mitigation Upsell / Growth revenue Debt management Customer retention through effective contract renewals What do we offer? 🗓️ Annual Salary Review: We are reviewing the salaries of all our teams annually in order to evaluate an increase according to individual performance and the business results. 📦 99% discount on your personal shipment orders via Packlink.pro 💙 Up to 500PLN/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 in order 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 4-20k, depending on the complexity of the role and the hiring process. 👩‍⚕️We have an Employee Assistance Program with psychological assistance free of charge. ⚖️ 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 🏠 Possibility to work in a home-office using equipment provided by AUCTANE, or in our office prepared in accordance with all safety requirements. 📙 Personal Training Budget. Up to 3.500 PLN/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. 🌅 Up to 30 days of vacation per year (additional days are granted along with seniority at AUCTANE). 🗺️ Languages classes every week. Thirsty for knowledge? Learn a new language by joining our free English/Spanish/German classes. You can connect and enjoy taking up a new language or improving your current skills with one of our great instructors. 🏥 Free private medical insurance. 📄 Attractive life insurance. 🏐 Co-financing for sports and recreational activities 🏐 Gym membership co-financing 🏢 Nice Office in Zielona Gora (free drinks, snacks…) Do you want to know a little bit more about the team? Please, don’t hesitate to reach out to Amazing Auctane-PL and our Instagram

Responsibilities

The Customer Success Associate will manage the service lifecycle of small to medium business accounts, focusing on retention and growth. Responsibilities include account performance reviews, client communications, and collaboration with internal teams to meet customer expectations.