- Location
- Manila, Philippines · Manila, Manila, Philippines
- Department
- Customer Success
- Source
- Greenhouse
Description
About us
At Auctane, we are united by a passion to help businesses deliver — whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items — over $200 billion worth — to recipients around the globe.
The Auctane family of mailing and shipping software products includes ShipStation, Stamps.com, ShipStation API, Metapack, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.
Our values
Win as One. Delight Customers. Deliver Great Outcomes.
About the Role
Strategic Imperative: The Associate Implementation Manager (IM) will execute the new merchant onboarding process, driving merchants to peak shipping as quickly as possible. The IM will work to understand the business needs, goals, and objectives of new merchants and then create a personalized solution using an Auctane product. This is accomplished within a designated timeline by creating and managing a project plan that includes training sessions, collaboration with stakeholders, and utilizing resources to make the merchant comfortable and successful.
Operating Hours: This role will follow Manila-based operational hours with some overlap into U.S. business hours to align with customer and business needs.
About the Team
The Implementation Team manages the onboarding of new Auctane merchants sold. This team will provide relationship management for our top revenue-generating accounts, strategic partners, and name-brand merchants. This team onboards and retains our most valuable cohort of merchants.
What will you be doing?
Primary Objectives:
1. Support merchants through the implementation process within defined timelines.
2. Deliver structured onboarding sessions to ensure merchants can activate successfully.
3. Assist in configuring accounts, stores, carriers, automation rules, and other key features.
4. Maintain clear communication and project management to meet key go-live dates.
5. Maintain expert product knowledge, including technical integrations, configuration rules, API capabilities, and overall system architecture.
6. Participate in outbound call campaigns for Implementation and Customer Support as required by customer and business needs.
7. Document onboarding progress in Salesforce and transition accounts to Support/Customer Success upon completion.
Essential Position Duties:
● Guide merchants through the implementation process, providing support and training.
● Build and maintain strong relationships with merchants.
● Collaborate with Customer Success and other support teams as needed to ensure a smooth onboarding experience.
● Analyze merchant workflows during kickoff meetings to recommend the best setup.
● Configure system settings to optimize shipping and fulfillment.
● Answer basic platform questions and escalate complex issues as needed.
● Ensure merchants are fully trained on Auctane products.
● Manage projects efficiently to meet key shipping deadlines.
● Set clear timelines and milestones for successful onboarding.
● Oversee merchant progress and ensure timely go-live.
● Follow the documentation steps in Salesforce to track implementation progress accurately.
● Transition merchants smoothly to support after implementation.
● Maintain strong product knowledge, including technical setup and integrations.
● Provide guidance on integrations and best practices.
● Address and resolve merchant questions or issues.
● Escalate technical problems as needed to ensure quick resolution.
● Execute outbound call campaigns to support Implementation and Customer Support initiatives.
What are we looking for?
Required Education and/or Experience:
● 6+ months of experience in technical support, customer service, or onboarding.
● Sales/discovery experience with a consultative approach to onboarding.
● Basic technical understanding to guide merchants through platform configurations.
● Strong project management and problem-solving skills with an ability to multitask.
● Strong communication and organizational skills.
● Familiarity with e-commerce or SaaS platforms preferred.
Skills and Knowledge:
● You understand the language of business and that technology can solve business problems.
● You know that the right technology can empower organizations to work efficiently wherever they are, whenever they want, and on their chosen device.
● You must be reliable & have good time management skills.
● You will have excellent problem-solving skills.
● You will have experience in project management and exceptional resolution skills.
● You can think on your feet and are highly self-motivated.
● You understand the importance of a thorough Implementation process and are results-driven.
● You are highly organized and able to multitask.
The Tech
Computer/Software/Application Proficiency:
● Salesforce or other CRM systems
● Ticketing systems such as Zendesk or JIRA
● Microsoft Office Suite or Google Suite
What do we offer?
🌿 1. Health & Well-being
Auctane prioritizes the health and well-being of our employees and their families.
🩺 HMO Medical Insurance:
- Tiered Maximum Benefit Limit (MBL) based on job level.
- Comprehensive coverage for the employee and up to two (2) dependents.
🦷 Dental Insurance:
- Coverage for essential dental care services.
🧠 Mental Health & Employee Assistance Program (EAP):
- Access to confidential counseling and support services for mental health and personal challenges.
🏃 Wellness Program:
- Initiatives and resources designed to promote physical and mental well-being.
2. Financial Security & Compensation Enhancements
We offer benefits aimed at providing financial stability and enhancing your overall compensation.
❤️ Life Insurance:
- Financial protection for your loved ones.
⚠️ Accidental Death and Dismemberment (AD&D) Insurance:
- Additional financial protection in the event of accidental death or dismemberment.
🍽️ Meal and Clothing Allowance:
- Up to 3,000 PHP per month for meal and clothing expenses.
🎯 Bonuses and Supplemental Income:
- Opportunity to earn extra wages through company contests and incentives.
3. Time Off & Work-Life Balance
Auctane recognizes the importance of rest and personal time for a healthy work-life balance.
🌴 Paid Vacation Days:
- 15 paid vacation days per year, with additional days increasing with tenure.
🤒 Paid Sick Days:
- 15 paid sick days per year.
🎉 Paid Holidays:
- Observation of statutory national and local holidays.
💐 Bereavement Leave:
- Supportive leave in times of personal loss.
4. Professional Development & Recognition
We invest in your continuous growth and acknowledge your contributions to Auctane's success.
📚 Education Benefits:
- Support for continuous learning and professional development.
🤝 Referral Program:
- Incentives for recommending great talent to join the team.
