Customer Success Enterprise Customer Success Manager Barcelona, Spain · 11 Jan 2023 Barcelona, ...

.About UsAfterShip is an automation platform that empowers eCommerce retailers to create and manage the world's best online shopping experiences. Powering the tracking of over 4.4billion order shipments for 17,000 eCommerce retailers like Amazon, Harry's and Kylie Cosmetics, AfterShip is a pioneer in post-purchase solutions and eCommerce AI. We deliver innovative, industry-leading SaaS solutions, including email automation, SMS marketing, smart product recommendation, shipment tracking, returns management, AI-predictive delivery estimates, and so on.Our strong product market fit, prioritizing solving real problems for our customers, has resulted in a strong growth trajectory for the company. We secured a 66 million dollar Series B in 2021.At AfterShip, we are building a diverse and high-performing culture that encourages collaboration and experimentation on a global scale. Even as a company with over 10 years under our belt and 450 AfterShippers across our 8 global offices, we embrace a dynamic and agile approach to our work.We operate with a flat team structure, where you will have opportunities to contribute your ideas and take ownership over your work to create meaningful impact for the business and the customers we serve. If you're looking for a vehicle to achieve your professional goals and work alongside fantastic teams, we invite you to join us.Your Mission:We succeed when our customers succeed. Customer Success is not only a critical function at AfterShip, but a core value of the organization. As an Enterprise Customer Success Manager, you'll be the go-to individual for AfterShip's Enterprise customers and some of the industry's top DTC brands to ensure there's nothing standing in the way of harnessing the full power of AfterShip's solutions.Your attention to detail focuses on the customer needs in order to drive rapid customer onboarding and success. You will apply your passion for eCommerce and product expertise to ensure technical fit and seamless execution of our products. This will ultimately improve renewals and overall success while helping to collect customer testimonials, stories, and feedback.This is a high-impact position within AfterShip's global Customer Success team, reporting into the Director of Customer Success based in North America. As such, there may be the need to work outside of regular office hours for team meetings or in order to collaborate with members of the team in North America or APAC up to twice a week.What You'll Do:Leading new client onboarding process in collaboration with the Implementation ConsultantPrepare and present quarterly business reviews (QBRs) which include account performance metrics, industry insights, best practices and highlight incremental opportunities.Act as the first point of contact for escalated support issues and file tickets with the appropriate teams ensuring the problem is ultimately resolved