Customer Success Manager

Shipmate; East Midlands; Hybrid; GBP 38,000 - 43,000; Full time

Benefits offered by this job

Bupa medical insurance

Hybrid office + home working

21 days holiday + bank holidays (year

Permanent UK resident required

Job summary

Shipmate in Derby city centre is seeking a Software Customer Success Executive to support growth and lead a team of CS Executives and Tech Support.

You will guide customers through onboarding, run product demos, manage accounts, troubleshoot and provide KPI insights, with hybrid working and a base salary of £37,500–£42,500.

This role blends technical know-how with customer service and a pathway to management as the company scales.

Qualifications

• Experience in SaaS sales and/or support preferred.
• Background in ecommerce, logistics or similar sectors.
• Experience working with merchants and manufacturers.
• Configured and maintained support desk software and similar tools.
• Hybrid role with Derby office location in the UK.

Responsibilities

• Respond to inbound sales inquiries and run product demonstrations.
• Manage onboarding with carriers, customers and developers to ensure faster implementation.
• Act as first contact for customers, providing technical support and guidance.
• Troubleshoot issues and escalate to achieve timely resolutions.
• Maintain support tickets using Freshdesk and report KPIs to senior management.
• Proactively working with existing customers to maximize usage of features and services.
• Monitor account health to improve customer retention and engagement.

Skills

Customer success

Communication

Technical understanding

Problem solving

Tools

Freshdesk

Job description

We are looking for a keen and experienced Software Customer Success Executive to join our team as we embark on a high growth strategy in the lead-up to and following the launch of new product features. Responsible for helping build and manage a team of Customer Success Executives and Technical Support Executives, your role will quickly evolve into a management position.

You will be instrumental in guiding customers through the sales and onboarding process, championing their requirements and acting as their representative within Shipmate to ensure smooth resolution of issues, provide customer satisfaction and an experience they’ll want to shout about.

About the company

Shipmate is a shipping automation Software-as-a-Service (SaaS) platform for mid-size merchants and local delivery companies. We connect merchant order processing systems with domestic and international delivery services provided by all mainstream UK and Ireland carriers.

Shipmate is used to fulfil orders by printing shipping labels and sharing tracking details with merchants and their customers. Shipmate helps speed up and simplify order fulfilment, while reducing potential for human error and ensuring the most cost-effective delivery services are always used.

Shipmate is operated by our parent company, Codemakers, which also provides contract consultancy and development services. We are a team of strategic thinkers, inquisitive in nature with an optimistic and determined outlook who solve real-world business challenges with solid, highly functional digital solutions that delight users. Our products and services are trusted by famous brands and used by thousands of people every day.

About the role

You will be responsible for:

Responding to inbound sales enquiries, scheduling and running product demonstrations and encouraging trial account holders to become subscribers.

Managing the on-boarding process for new customers, liaising with carrier IT departments, the customer and our developers to ensure a speedy, efficient implementation of the account.

Acting as a first point of contact for customers, providing technical support and advice to ensure customer satisfaction and loyalty.

Troubleshooting customer issues, liaising with relevant parties and escalating within our team to achieve a suitable resolution.

Maintaining support tickets using Freshdesk and providing key performance metrics to the senior management team.

Proactively working with existing customers to make sure they are getting the most out of their accounts, using the wide range of features and services available to them.

Proactively monitoring account health using in-house account insights and administrative systems, ensuring optimal customer retention.

Provide assistance relevant to your role in maintaining ISO 9001 and 27001 certification standards

We passionately believe that customer service is at the heart of what we do at Shipmate and this represents an exciting opportunity to make a positive impact on the business in its high-growth phase. Training will be provided in all aspects of the role and there will be rapid career progression opportunities as the company and Customer Success team grows.

The successful candidate will have:

Working knowledge of application of technology and IT in business

Excellent communication skills, both verbal and written

Ability to capture and comprehend customer requirements and arrive at solutions to ensure good product fit

Ability to troubleshoot technical issues and translate customer requests to actionable tasks that achieve positive outcomes

Your application will be considered favourably if you have:

Previous experience within a software / SaaS sales and/or support environment

Previous experience within ecommerce, logistics or similar sectors

Previous experience working with merchants, manufacturers and similar businesses

Configured and maintained support desk software and similar software to our product

The role combines technical know-how with customer service and project coordination, with a commercial angle, so we are looking for someone with a technical background - ideally in the field of logistics or retail, combined with excellent communication and interpersonal skills.

While you won’t be responsible for maintaining the underlying systems and software, you will need to maintain a ‘power user’ level of understanding of how each component of the platform works and connects together, so you are able to advise and coordinate activities accordingly.

If you have working knowledge of software and equipment used in logistics, including warehouse management systems, thermal label printers and handheld terminals, this will be seen as favourable.

This role is open to candidates located in the United Kingdom and is a hybrid role, operating from our office in Derby city centre.

What’s the working environment like?

We operate from an office in Derby city centre, on a hybrid basis. The office provides a relaxed working environment with all the equipment you need to carry out your role. We have daily team discussions by video conference and a wealth of remote working applications and tools to support hybrid on-site and remote working.

Initially you will be required to attend the office regularly for on-site training and role familiarisation. As we grow our Customer Success team, you will be responsible for training and supporting new recruits, with in-office attendance varying according to these requirements. You will therefore need to be within a commutable distance to Derby city centre.

What does my employment package include?

A base salary of £37,500-42,500 depending on experience

Hybrid office and home working (negotiable)

Bupa medical insurance

21 days holiday plus bank holidays, increasing by 1 day per year up to 5.

You must be a permanent resident of the United Kingdom to apply for this role.

Shipmate is an equal opportunities employer and does not discriminate on the basis of race, religion, disability, gender, marital status, sexual orientation, age or any other illegal or unfair basis.