Technical Customer Success Manager – WMS

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $75k - $95k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Customer Success Manager

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ShipHawk

WebsiteLinkedInAll Job Openings

51 - 200 employees

📦 Logistics

💼 Consulting

🛍️ eCommerce

💰 Debt Financing on 2021-11

Logistics • Consulting • eCommerce

ShipHawk is a company that specializes in providing advanced warehouse management systems (WMS) and shipping software solutions. They offer a range of features including receive, putaway, and cross-docking, pick optimization, cycle counting, and integrations with major ERP systems like NetSuite, Acumatica, Infor, Microsoft Dynamics, Sage, and SAP. ShipHawk's solutions aim to optimize packing and shipping processes for eCommerce, enabling businesses to achieve shipping rate optimization and shipping data analytics. Their robust APIs and integrations help automate fulfillment processes, improve inventory accuracy, and increase the efficiency of warehouse operations. ShipHawk's software is designed to scale with businesses, providing tools that are typically accessible only to large companies, and helping them turn shipping into a strategic advantage.

📋 Description

• Serve as the primary technical advisor for assigned customer accounts • Build trusted relationships with warehouse operators, system administrators, and customer leadership • Lead technical troubleshooting sessions, workflow reviews, and optimization calls • Translate operational challenges into practical ShipHawk solutions • Proactively identify technical risks, configuration improvements, and efficiency opportunities • Surface technical churn signals to the account owner • Develop deep expertise across ShipHawk's WMS and TMS solutions • Advise customers on configuration, workflows, and platform best practices • Support advanced use cases, integrations, and complex operational scenarios • Partner with Product and Engineering to investigate and resolve escalated issues • Drive platform adoption and new feature usage • Deliver tailored technical enablement and training • Own complex technical issues from diagnosis through resolution • Identify and eliminate systemic problems through root-cause analysis • Maintain technical records and documentation • Contribute solutions and learnings to the internal knowledge base • Partner with Customer Success Managers on customer health and retention • Support Account Managers with technical aspects of expansion opportunities • Represent the technical voice of the customer to Product and Engineering • Improve internal processes, documentation, and customer-facing best practices

🎯 Requirements

• Strong technical aptitude and ability to quickly become an expert in complex software platforms • Experience working with WMS, TMS, supply chain, logistics, ecommerce, or fulfillment technology strongly preferred • Understanding of warehouse operations and fulfillment workflows • Experience configuring, administering, implementing, or supporting SaaS platforms in production environments • Strong troubleshooting, analytical, and systems-thinking skills • Ability to lead technical conversations confidently with customers • Ability to translate complex technical concepts into clear, practical guidance • Experience collaborating with Product and Engineering teams • Excellent written communication and technical documentation skills • Experience with ERP systems, EDI, APIs, or system integrations is a plus • Bachelor's degree preferred, or equivalent relevant experience

🏖️ Benefits

• Comprehensive medical, dental, and vision coverage • 401(k) retirement plan • Flexible/unlimited PTO • Paid sick leave • Remote-first work environment • Employee wellness benefits • Opportunities for professional growth and development • Fully remote work within the United States