Shipwell
Shipwell is transforming supply chains with better connectivity across people, systems and workflows
Austin, TX
Remote

Customer Success Manager at Shipwell

| Austin | Remote
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About Shipwell

Supply chains are disconnected, fragmented, and in the stone age. We believe the market has it wrong and we believe there is a better way. We can build the de facto platform and market network to connect, automate, and optimize the supply chains of the world. This is a multi trillion dollar opportunity. Today, Shipwell transforms your supply chain by combining digitized freight, real-time tracking, and an integrated partner network in one simple and responsive platform. We are working with the top companies in the supply chain to connect with our RestfulAPIs. Our platform uses machine learning to analyze over 100 million rows of real-time data every day, reducing waste and friction, delivering better business intelligence, and driving continuous improvement across our customer supply chains. Shipwell is proud to be recognized by industry experts as a leader in shipping and logistics, including FreightTech 25 and Forbes Next Billion Dollar Startup 2020. 

Our Culture

Shipwell is a fast-paced, high-energy start-up that strives to build the future of shipping every day. Diversity of thought and cross-department collaboration is very important to us. We deliver open, honest, careful communication and work as hard as we play. We create & deliver solutions that are revolutionizing the industry, which brings excitement and purpose to our work. If you are looking for a place that will help you tap into your best work-self and give you hands-on experience building something big, then we invite you to come and build the future of shipping with us! 

About the Role

As a Customer Success Manager you will be a trusted advisor to build relationships with customers and help them navigate from onboarding through renewal.  You will assist in driving adoption, comprehension and utilization of Shipwell products and services.

What you’ll do when you get here:
  • Build a trusted relationship with customer to help manage all aspects of customer onboarding projects including customer satisfaction, project deliverables, and coordination of internal tasks
  • Collaborating with internal resources from Sales, Professional Service, and Product Management to complete onboarding on time and within scope
  • Creating Shipwell advocates and experts through consultative training sessions (mostly remote via web conference, with some in person) and providing exemplary support
  • Gathering feedback from customers to deliver to Product and other internal teams to further improve the user experience
  • Troubleshooting and triaging customer reported issues by utilizing product expertise and working with internal stakeholders to resolve these issues efficiently  
  • Addressing product-related questions from customers through clear and timely communication, and building out a repository of accessible customer-facing resources to address future inquiries 
  • Becoming a Shipping Hero by building deep knowledge both of the features and functionality within Shipwell products, and of the processes and operations within customer organizations
What you need to have:
  • Experience helping users adopt Shipwell’s SaaS products
  • The ability to upsell products
  • Experience in a customer service related position with strong verbal and written communication skills
  • Strong time management, prioritization, and organizational skills, with attention to detail and ability to meet tight deadlines.
  • Confidence and motivation to creatively solve problems
  • Sound judgment and great listening skills
  • Self-motivation, team-orientation, and adaptability
  • Willingness to learn, multitask, manage multiple concurrent projects, and work in a fast-paced agile environment.
  • Works well collaborating with with a team 
  • Bachelor’s degree and at least 3+ years experience working in either Customer Success, Account Management, or SaaS Customer Service

Why Shipwell:

  • 401k plan
  • Generous parental leave
  • Competitive salary and equity opportunity
  • Team building events and office competitions
  • Friendly, talented, and inclusive company culture
  • Offices in Austin, TX, Chicago, IL or 100% remote
  • Health, vision, dental, teledoc, HSA, FSA, & Life insurance
  • Incredible growth opportunity at a fast growing company
  • Subsidized gym, cell phone, learning and commuter reimbursements
  • Receive an elite technology package to include a brand new MacBook Pro!

Here at Shipwell, we are a Remote Forward company. You have the opportunity to work within one of our office location cities (Austin and Chicago) or you can choose to be fully remote. 

Shipwell is an Equal Opportunity Employer and we will not tolerate discrimination or harassment of any sort. We do celebrate diversity and believe experience comes in different forms; many skills are transferable; and passion goes a long way. Diversity in our team makes for better problem solving, more creative thinking, and ultimately a better product and company culture.

Even more important than your resume is a clear demonstration of impact, dedication, and the ability to thrive in a fast paced and collaborative environment. Shipwell strives to have an inclusive work environment; so if you are hard working & good at what you do then please come as you are.  We want you to contribute, grow, & learn at Shipwell and we encourage you to apply if your experience is close to what we’re looking for.

We are looking forward to adding new perspectives to our team!


For more information about Shipwell visit shipwell.com, or connect with us on Twitter @shipwell, LinkedIn, and Facebook.com/Shipwellinc

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Where we are

We're fully distributed, but our HQ is located downtown Austin where plenty of trendy bars, restaurants, and shops are located within walking distance

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • Twitter BootstrapLibraries
    • DjangoFrameworks
    • FlaskFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • SQLiteDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • FigmaDesign
    • CSSDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • Team GanttManagement
    • WordpressCMS
    • Google AnalyticsCMS
    • HubSpotCRM
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What are Shipwell Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Dependent Care FSA
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Our remote work program includes work from home Full-time remote for all positions. We give people the option to work in an office or fully remote - the choice is yours!
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Online course subscriptions available
Paid industry certifications

An Insider's view of Shipwell

What are some social events your company does?

Shipwell assumes you know how to do your job; outside of core office hours, you are allowed to set your own in-office times. Working from home to deal with a delivery or appointment is a simple notice to a manager, and you're encouraged to make use of the unlimited PTO!

David

Backend Engineer

What's the biggest problem your team is solving?

How a freight brokerage frees up cumbersome processes using technology! We strive to answer this question so people on the front lines can do more of what they do best. Our teams are the heaviest users and biggest advocates of Shipwell’s platform because it directly solves our industry-specific needs.

Andy

Carrier Compliance & Analytics Lead

What makes someone successful on your team?

What makes the team members on my teams successful is their ability to come in everyday with an amazing attitude, effort, and working together as a team!

Taryn

Enterprise Carrier Sales Manager

How do your team's ideas influence the company's direction?

Everyone on the team shows up with a unique perspective. We don't train people to be sales robots because sometimes new ideas can drastically improve how the entire team operates. That sort of ingenuity influences our entire company.

Laurel

Strategic Account Manager

How do you collaborate with other teams in the company?

Being a data scientist I spend about 50% of my time with stakeholders, customers, sales representatives, & the carrier success team, to understand how they work and how we can help them. One of the most important lessons I have learnt at Shipwell is that listening is key!

Anna

Associate Data Scientist

Jobs at Shipwell
18

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Finance
Data + Analytics
Dev + Engineer
Marketing
Operations
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Director of Account Management

Shipwell
Austin
1 day ago
+46
Oversee the day to day functions of the Account Management team. Interface with Shipwell’s customers on a daily basis. Coach team members on how to identify, develop, track and measure continuous improvement opportunities with customers while cross-selling/upselling modes, services, and platform sales. Establish, assess, and adapt team performance goals, responsibilities and accountabilities in the short and long term.

Business Development Representative - Entry Level

Shipwell
Austin
1 day ago
+46
Qualify prospects that could be Shipwell TMS and/or freight customers and schedule discovery meetings with Account Executives. Research, email, and call prospects within the target market to get meetings set-up.  Learn the Shipwell TMS platform and it’s available features and functionality, work as a team with Sales Development Reps and Account Executives, and be a proactive go-getter.

Associate Frontend Engineer

Shipwell
Austin
2 days ago
+46
The Frontend Engineer role provides you with a unique opportunity to join a high growth, startup software company as we pivot into a record-breaking 3rd year. We are looking for a strong individual contributor with at least one year of experience working with enterprise web applications. As an associate engineer you’ll have the opportunity to work shoulder to shoulder with the smartest developers in the industry. This is your chance to hone your skills with enterprise class SaaS javascript/react application development. We're laying the foundation on which our industry will be reinvented; we're looking for individuals who want to be part of a significant change. Ideas come from being an innovator and an amplifier, that strives to achieve more, for themselves and to enable greatness in others.

Quality Assurance Engineer

Shipwell
Austin
3 days ago
+46
The Quality Assurance role provides you with a unique opportunity to join a high growth software company as they pivot into a record-breaking 3rd year. Shipwell is seeking someone who is a critical thinker and understands product workflows and how users typically interact with applications. We’re laying the foundation on which our industry will be reinvented; we’re looking for individuals who want to part of a significant change. Ideas come from being an innovator and an amplifier, that strives to achieve more, for themselves and to enable greatness in others.

Head of Shipwell Logistics

Shipwell
Austin
1 week ago
+46
About Shipwell Supply chains are disconnected, fragmented, and in the stone age. We believe the market has it wrong and we believe there is a better way. We can build the de facto platform and market network to connect, automate, and optimize the supply chains of the world. This is a multi trillion dollar opportunity. Today, Shipwell transforms your supply chain by combining digitized freight, real-time tracking, and an integrated partner network

Engineering Manager - Integrations

Shipwell
Austin
1 week ago
+46
The Engineering Manager role provides you with a unique opportunity to join a high growth, third-party logistics company as we pivot into a record-breaking 3rd year. We need someone to own the end to end development of features which includes clarifying requirements, designing solutions, writing code and ensuring that features are well tested. The Engineering Manager is responsible for setting and communicating the technical direction of the team, mentoring and growing the team, removing roadblocks and communicating to stakeholders. We’re laying the foundation on which our industry will be reinvented; we’re looking for individuals who want to be part of a significant change. Ideas come from being an innovator and an amplifier, that strives to achieve more, for themselves and to enable greatness in others.

Accounts Receivable Associate

Shipwell
Austin
1 week ago
+46
Accounts Receivable Associate About Us Supply chains are disconnected, fragmented, and in the stone age. We believe the market has it wrong and we believe there is a better way. We can build the de facto platform and market network to connect, automate, and optimize the supply chains of the world. This is a multi trillion dollar opportunity. Today, Shipwell transforms your supply chain by combining digitized freight, real-time tracking, and an

Solutions Architect

Shipwell
Austin
1 week ago
+46
As a Solution Architect with Shipwell you will be first and foremost customer focused!  You will succeed in this role if you are a highly technical individual who feels as comfortable working with tech leaders to map out software delivery initiative roadmaps as you do writing code. You will work with customers from the planning phase through maintaining the system. You will be their primary technical contact at Shipwell and establish relationships with admins and their tech leaders. 

Carrier Sales Representative

Shipwell
Austin
1 week ago
+46
Communicate  and negotiate with carriers daily. Manage your book of business to achieve sales targets. Reach and exceed the required load coverage, app percentage , and margin goals.

Senior Director of Sales

Shipwell
Austin
1 week ago
+46
About Shipwell Supply chains are disconnected, fragmented, and in the stone age. We believe the market has it wrong and we believe there is a better way. We can build the de facto platform and market network to connect, automate, and optimize the supply chains of the world. This is a multi trillion dollar opportunity. Today, Shipwell transforms your supply chain by combining digitized freight, real-time tracking, and an integrated partner network

Lead Machine Learning Engineer

Shipwell
Austin
2 weeks ago
+46
Data Scientists at Shipwell proactively design and deploy algorithms and analytics features on our state-of-the-art platform. This involves collaborating with Product, Engineering, and Operations teams to discover product improvement opportunities and to proactively drive features through development to customer adoption. The mission is to underpin operational decisions made at each stage of the supply chain with data-driven insights.

Senior Account Executive

Shipwell
Austin
2 weeks ago
+46
The Senior Account Executive owns the strategic acquisition of new business and delivering top-line growth for the organization. This individual will be focused on successfully acquiring new business from MM clients. These individuals are strategic, highly motivated, and have an entrepreneurial mindset. They are extremely skilled in challenging the status quo. The ideal candidate is a proven leader that is able to manufacture solutions for a diverse set of customer stakeholders. This is a unique opportunity to be part of a growing and dynamic organization that is focused on reshaping the future of logistics.  

Data Architect

Shipwell
Austin
2 weeks ago
+46
Shipwell is a fast-paced, high-energy start-up that strives to build the future of shipping every day. Diversity of thought and cross-department collaboration is very important to us. We deliver open, honest, careful communication and work as hard as we play. We create & deliver solutions that are revolutionizing the industry, which brings excitement and purpose to our work. If you are looking for a place that will help you tap into your best work-self and give you hands-on experience building something big, then we invite you to come and build the future of shipping with us!

Site Reliability Engineer (SRE)

Shipwell
Austin
2 weeks ago
+46
Our shared services team manages our platform, infrastructure, and documentation. We're a cross functional team that includes a PM, SREs, backend engineers, a technical writer, and a QA engineer. We focus on developer experience and help the product focused squads adopt new technologies and best practices. Our major initiatives include CI/CD, a centralized auth service, RBAC, a unified alerts process, SOC 2 compliance, contract tests, adopting GraphQL, and adding an API versioning service.

Email & Marketing Automation Manager

Shipwell
Austin
3 weeks ago
+46
About Shipwell Supply chains are disconnected, fragmented, and in the stone age. We believe the market has it wrong and we believe there is a better way. We can build the de facto platform and market network to connect, automate, and optimize the supply chains of the world. This is a multi trillion dollar opportunity. Today, Shipwell transforms your supply chain by combining digitized freight, real-time tracking, and an integrated partner network

Backend Engineer - Platform

Shipwell
Austin
3 weeks ago
+46
Guided Actions is our data science squad and is where a lot of the magic at Shipwell happens. We're a cross functional team that includes a PM, backend engineer, frontend engineer, qa engineer, product designer, business analyst, and data scientists. Our major projects include pricing intelligence, predicted ETAs, and shipment assembly (load and route optimization). We'd love for you to join us and build the future.

Backend Engineer

Shipwell
Austin
3 weeks ago
+46
The Backend Engineer role provides you with a unique opportunity to join a high growth, third-party logistics company as we pivot into a record-breaking 3rd year. We need someone to own the end to end development of features which includes clarifying requirements, designing solutions, writing code and ensuring that features are well tested. We’re laying the foundation on which our industry will be reinvented; we’re looking for individuals who want to part of a significant change. Ideas come from being an innovator and an amplifier, that strives to achieve more, for themselves and to enable greatness in others.

Solutions Engineer

Shipwell
Austin
3 weeks ago
+46
Solutions Engineer About Shipwell Supply chains are disconnected, fragmented, and in the stone age. We believe the market has it wrong and we believe there is a better way. We can build the de facto platform and market network to connect, automate, and optimize the supply chains of the world. This is a multi trillion dollar opportunity. Today, Shipwell transforms your supply chain by combining digitized freight, real-time tracking, and an