Senior Client Success Lead for Fulfillment Ops

Shipfusion Inc.; Irving (TX); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Health and dental coverage

15 days paid vacation

5 wellness days

Team social events

Employee discounts

EAP (Employee Assistance Program)

Calm app subscription

Job summary

Shipfusion Inc. in Irving, TX is seeking a Client Service Site Manager to join our Customer Success team and oversee key client accounts from a new fulfillment centre. You will guide onboarding, trainings, and ongoing support while collaborating with Support, Warehouse, and Sales to deliver value for high-revenue customers.

You will lead a team, monitor health, and implement best practices, reporting on metrics and driving process improvements in a fast-paced, entrepreneurial environment.

Qualifications

• 5+ years of client services or project management experience.
• 2+ years managing and developing customer-facing teams.
• Proficient with technology including G-Suite and data manipulation via Spreadsheet.
• Strong communication and client management skills.
• Self starter with independent work capability.
• Ability to adopt new technical processes and roll out workflows.

Responsibilities

• Manage day-to-day functions of accounts from medium to high revenue monthly.
• Provide onboarding and continued education throughout lifecycle.
• Offer world-class customer support and handle escalations.
• Coordinate with Support and Warehouse teams to meet deliverables.
• Demonstrate products to prospective clients with Sales.
• Strategy discussions to optimize Shipfusion portal for customers.
• Manage customer projects via proprietary portal.
• Build strong relationships and act as senior contact for escalations.
• Develop CS processes, playbooks, reporting and best practices.
• Monitor customer health and address risks with action plans.
• Lead account reviews and communicate performance and opportunities.
• Report on CS metrics and team performance.
• Coach Account Managers and Support team members.
• Advocate for Client Services in the local operation.

Skills

Client services

Project management

Team leadership

Communication

Independent worker

Adopt new processes

Fast-paced environment

Account escalations

Coaching

Tools

G-Suite

Spreadsheet

Job description

Shipfusion Inc. in Irving, TX is seeking a Client Service Site Manager to join our Customer Success team and oversee key client accounts from a new fulfillment centre. You will guide onboarding, trainings, and ongoing support while collaborating with Support, Warehouse, and Sales to deliver value for high-revenue customers.

You will lead a team, monitor health, and implement best practices, reporting on metrics and driving process improvements in a fast-paced, entrepreneurial environment.