Implementation Manager Jobs

Who We Are:

At Auctane, we are united by a passion to help sellers — wherever they are, however they operate — fulfill the promises they make to consumers. The Auctane mission is to fuel commerce through exceptional delivery. We make it possible for businesses to meet the ever rising expectations of their customers, and we make the world smaller and more accessible to consumers everywhere.

Auctane brands enable hundreds of thousands of merchants to annually deliver billions of products — over $200 billion worth — to customers around the globe.

And Auctane is just getting started.

Auctane is a team of shipping and software experts with a passion for helping merchants move their ideas, dreams and innovations around the globe. The Auctane family includes ShipStation, ShipWorks, ShipEngine, ShippingEasy, Stamps, Endicia, Metapack, Shipsi, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Auctane’s Values

The Customer is our mission.

Our company was built in service of our customers. Every time we answer the phone, write a line of code, hire a new team member, form a partnership, or build a new interface it is explicitly because we believe that action will improve the life of our customers.

We work with the best people.

We will only work with people who are enthusiastic about their work, respectful of diverse ideas and backgrounds, and who possess the ability to work both independently and as part of a team.

We only play offense.

We’re on a mission to reach and help every mailer, shipper and merchant on the planet. Because of this we move with urgency, take risks, and are determined to ship solutions quickly.

We expect exceptional outcomes.

We are a rapidly growing company with intent. We expect to continue to deliver market transforming solutions for our customers and challenging growth opportunities for our employees.

We are direct and authentic.

We have a genuine empathy for our employees, partners, and customers. We serve that empathy by treating everyone the way we would like to be treated - openly, ethically, and honestly. We set expectations clearly and hold ourselves accountable to what we commit.

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.

About The Role:

The Implementation Manager (IM) will execute the new merchant onboarding process driving new merchants to peak shipping as quickly as possible. The IM will work to understand the business needs, goals, and objectives of new high-value merchants and then create a personalized solution using an Auctane Product. This is accomplished in a 30-90 day 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.

Primary Objectives:

What You’ll Be Doing:

• Provides key cutover plan, including the transition to support.
• Establishing and maintaining relationships with clients by providing ongoing service and support.
• Ensuring all clients are properly trained on the company’s products or services.
• Manages the merchant, its users, and the implementation to deliver on time.
• Able to demonstrate, configure, train, optimize, and understand the technical stack of all assigned Auctane products.
• Provides answers to questions/issues during the implementation process.
• Provide advanced guidance, consultation, process improvements, and change management during the implementation of merchants on their chosen products.
• Architects and configures settings to improve the merchant’s fulfillment process and execution.
• Consults on all integration needed and provides technical guidance.
• Understands best practices and key workflow configurations.
• Maintain expert product knowledge, including technical integrations, configuration rules, API capabilities, and overall system architecture.
• Establishes key deadlines and critical paths for project success.
• Manage projects with appropriate levels of urgency to drive merchants to meet key shipping dates at expected shipment rates.
• Analyzes key workflow considerations during kickoff meetings to determine configuration design.
• Leads escalation efforts with appropriate departments to prioritize bugs and issues through resolution.
• Drive time to value

What We Are Looking For:

• You understand the importance of a thorough Implementation process and are results driven.
• You have excellent written and verbal communication skills.
• You are highly organized and able to multitask.
• You can think on your feet and are highly self-motivated.
• You know that the right technology can empower organizations to work efficiently wherever they are, whenever they want, and on their chosen device.
• Available on weekends and holidays as needed for successful delivery
• You understand the language of business, and that technology can solve business problems.
• You will have excellent problem-solving skills.
• You must be reliable & have good time management skills.
• You will have experience of project management and exceptional resolution skills.

What will Make You Stand Out:

• Understanding of e-commerce, shipping, and/or B2B SaaS products.
• Three or more (3+) years of experience in technical support or implementation roles.
• Experience running your own e-commerce business is a plus.
• Bachelor’s degree or equivalent years of experience.

The Tech:

• Salesforce or compatible CRM system
• Smartsheets or MS Project
• MS Excel, Word, PowerPoint or Google Sheets, Slides, Docs
• Zendesk and JIRA or compatible support systems

Travel Requirements:

• Valid driver’s license and proof of automobile insurance.
• Up to 30% domestic travel.

Additional Position Duties:

• Utilize wrist and hands for a prolonged period of time
• Sit for prolonged periods of time
• Walk short distances
• Stand for short periods
• Lift up to 25lbs without assistance up to chest height
• Speaking and conversing with others

Equal Opportunity Employer/Veterans/Disabled

If you are based in California, we encourage you to read this important information about the ShipStation Privacy Policy for California residents .

#LI-IL1