Technical Customer Success Manager – WMS

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main technical advisor for designated customer accounts

• Establish trusted relationships with warehouse operators, system administrators, and customer leadership

• Facilitate technical troubleshooting sessions, workflow assessments, and optimization discussions

• Convert operational challenges into effective ShipHawk solutions

• Proactively detect technical risks, configuration enhancements, and efficiency prospects

• Highlight technical churn indicators to the account owner

• Acquire in-depth knowledge of ShipHawk's WMS and TMS solutions

• Guide customers on configuration, workflows, and best practices for the platform

• Assist with advanced use cases, integrations, and intricate operational scenarios

• Collaborate with Product and Engineering teams to investigate and resolve escalated issues

• Promote platform adoption and the utilization of new features

• Provide customized technical enablement and training

• Manage complex technical issues from diagnosis to resolution

• Identify and resolve systemic problems through root-cause analysis

• Maintain technical records and documentation

• Contribute solutions and insights to the internal knowledge base

• Collaborate with Customer Success Managers on customer health and retention initiatives

• Assist Account Managers with the technical facets of expansion opportunities

• Represent the technical perspective of the customer to Product and Engineering

• Enhance internal processes, documentation, and customer-facing best practices

⛳️ Requirements

• Strong technical aptitude with the capability to swiftly become an expert in intricate software platforms

• Experience with WMS, TMS, supply chain, logistics, ecommerce, or fulfillment technology is highly preferred

• Knowledge of warehouse operations and fulfillment workflows

• Experience in configuring, administering, implementing, or supporting SaaS platforms in production settings

• Strong troubleshooting, analytical, and system-thinking abilities

• Competence in leading technical discussions confidently with customers

• Capacity to translate complex technical ideas into clear, practical advice

• Experience working alongside Product and Engineering teams

• Exceptional written communication and technical documentation skills

• Familiarity 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