Customer Success Engineer

**Basics**:

- **Based in**: Paris or full-remote position (1-hour difference from Paris timezone)
- **Contract**: Full-time permanent contract
- **Manager**:Florian, VP of Engineering
- **Team**: Technical team
- **Budget**:from 45 to 55 k€

Shipup is a 50+ people company that envisions a world where **brands keep their promises along the entire customer journey.**

That's why we enable brands to take control over the most volatile part of the customer experience — **the post-purchase — so they increase brand loyalty and save support costs.**

We work with **300+ brands** in **Europe and North America**, including some very successful digital native brands (**Cheerz, Blissim, Withings, Feed Ssense, A.P.C.**) while others are larger, more traditional accounts (**Leclerc, Carrefour, Go Sport, Yves Rocher, Zadig & Voltaire, Petit Bateau, etc **).

In 2022: Shipup announced that Global Blue had acquired a majority stake in the company while staying an independent structure.

**Job description**:
**Context**:
We are thrilled to open our first Customer Success Engineer role at Shipup. This strategic decision comes at the perfect time for several compelling reasons.

Firstly, we are looking to boost our investment in product development by reducing the tech team's workload related to technical support. We also aim to enhance first-level support and onboarding responsiveness to improve customer satisfaction by empowering Customer Care and Onboarding teams to operate more autonomously.

**Position**:
The Customer Success Engineer will play a crucial role in onboarding customers, providing first-level technical assistance, and managing carrier integrations.

Here are some of the key responsibilities:
*** Customer onboarding**
***:

- Lead technical onboarding sessions, providing customers with detailed guidance on integrating our platform with their IT systems.
- Customize our product to meet specific customer needs through data configuration and bespoke transformations.

**Customer support**:

- Act as the first point of contact for all technical inquiries and issues from customers, ensuring swift and precise resolutions.
- Diagnose and troubleshoot basic technical problems, escalating complex issues to the technical team as needed.
- Gather and relay customer feedback to the product team to aid in product enhancement.

**Carrier integration management**:

- Coordinate the integration of new carriers into our ecosystem, managing both the technical setup and ongoing data exchanges.
- Work collaboratively with technical teams to ensure smooth API integrations and compatibility with existing systems.
- Participate in the development of the new carriers.

**Team training and process improvement**:

- Provide technical training to customer service team members to enhance their proficiency in handling customer inquiries.
- Identify and implement innovative tools and scripts to streamline internal processes and boost team efficiency.

**Our team**:
You will join the Tech & Product teams, which consists of twenty people led by Léa (CPTO) and Florian (VP of Engineering).

This team is divided into two squads and transversal members.

In each squad, we have:

- 1 Engineering Manager and 4 full-stack developers
- 1 Product Manager
- 1 Product Designer

Our transversal members are:

- 1 Head of Data
- 1 Lead Product Manager
- 1 Product Marketing Manager
- 1 Senior Staff Engineer

You can learn more about our internal organization, technical challenges, methods and approaches thanks to our internal blog and engineering page.

**Additional collaborators**:
You will also collaborate closely with the Customer Success team. You will work hand-in-hand with this team to ensure effective onboarding, help filtering/prioritizing technical on-call tickets and help them being more knowledgeable on technical aspects.

Specifically, you will find the following members in these teams:

- François-Xavier, our Customer Care Manager, who is responsible for overseeing the resolution of customer issues and maintaining high levels of customer satisfaction.
- Camille, our Customer Onboarding Manager, who is responsible for guiding new customers through the onboarding process and ensuring they have a smooth start with our services.

**Your manager responsibilities**:
Florian joined Shipup in September 2021 as our first VP of Engineering to ensure we deliver at a constant pace and with high quality. His duties largely involve methodologies and people-related topics. Additionally, his role is to centralize information to maintain consistency and ensure the tech team meets business needs.

During your first year, as a hiring manager, he primarily expects you to:

- Handle autonomously technical aspects of customer onboarding.
- Manage carriers relationship, shaping and integration.
- Reduce onboarding time.
- Reduce on-call tickets volume.

**‍ Our stack**:
**For your role**
- Asana
- Metabase
- Planhat
- Stonly

**Global**
- Slack, messaging