Stamps.com

Manager, Business Services

Category
Business Services
Location
US-CA-Sunnyvale

Overview

Endicia/stamps.com has a great opportunity - The Manager, Business Services leads a growing and highly qualified team of pre and post sales-engineers that onboards and ensures the success of our most valued customers. The team helps leading ecommerce sellers fulfill their products to their buyers through creative integration solutions with our suite of industry-leading shipping technologies and many partner applications. This role leads the team to implement unique solutions for customers; maintains the technical knowledge and skills of the team; identifies and implements process improvements; and works with product management, engineering and operations to provide feedback for system improvements. The Manager, Business Services reports to the Chief Sales Officer. 

 

Our Business Services team is responsible for presales support, onboarding, and technical account management of our most valued clients and partners. This key business function is at the heart of our value proposition and drives our growth. The team consists of highly skilled and long tenured technical implementation, services, development, and support talent with a unique combination of technical skills, service aptitude, and creative problem solving.         

 

Company Perks:

Competitive pay, 401k with company match, Medical, Dental and Vision Insurance, Employee Stock Purchase Plan, Educational Reimbursement, Commuter benefits, Discount programs, Inventor patent bonuses.

 

Endicia Company Overview:

Stamps.comEndicia® electronic postage solutions make it easier and more affordable to ship parcels through the U.S. Postal Service®. Our solutions have helped thousands of businesses print more than $14 billion in postage. As a long-time, trusted partner of the U.S. Postal Service, we've built our reputation on our commitment to simplifying, improving, and enhancing the shipping process for our customers. That's what we call “innovation with purpose.”

 

Our customers view Stamps.com Endicia as vital to their businesses because we help them increase shipping efficiency saving them time, money, and resources. Whether you're a high-volume warehouse shipper, operating an e-commerce site from your home, or simply trying to get invoices out before the day is over, Stamps.com Endicia can help.

Responsibilities

Primary Objectives: 

  1. Lead the team of Sales Engineers and Technical Accounts Managers.
  2. Manage the day to day actives of the Business Services operation.
  3. Provide superior technical support to internal and external stakeholders.
  4. Serve as Subject Matter Expert and Business Services Ambassador.

 

Essential Position Duties (typical monthly, weekly, daily tasks):

  1. Lead the team of Sales Engineers and Technical Accounts Managers.
  • Mentor and train team members.
  • Ensure all employee issues and concerns are addressed in a timely manner, encourage involvement from all staff and foster a positive team environment.
  • Provide guidance to the team and cross-functional teams by analyzing technical and process related problems and do abstract problem solving.
  • Maintain extensive knowledge of complex aspects of products and systems and may present/demonstrate remotely and/or at client site.
  1. Manage the day to day actives of the Business Services operation.
  • Plan, organize, schedule and supervise the day-to-day operations, which encompasses all troubleshooting, service issues, escalations and onboarding of customers and partners.
  • Manage procedures and policies for implementations, issue escalation and technical account management.
  • Manage implementation process and provide weekly reporting.
  • Develop reporting requirements for business and engineering audiences.
  • Develop internal tools and processes for efficiency improvements, adding value to key clients, and supporting the sales team.
  • Provide data analysis for key accounts.
  • Monitor and maintain customer satisfaction and SLAs.
  1. Provide superior technical support to internal and external stakeholders.
  • Serve as liaison for urgent issues during normal business hours and after hours.
  • Serve as a technical resource for our larger customer and partners.
  • Respond to customer and partner issues in a timely, efficient, and professional manner.
  • Work with Field Sales, Product Marketing, partners and carriers to close strategic sales.
  • Manage advanced level troubleshooting of software interface, network connectivity, data format, and other technical issues.
  • Troubleshooting of software interface, network connectivity, data format, and other technical issues.
  • Function as the voice of the customer to drive continuous process and service improvements.
  • Recommend and implement best practices to ensure efficient workflow for our customers.
  • Follow and stay on top of industry technology trends through self-study and formal training and share that knowledge with teammates and customers.
  • Provide feedback to Product Management and other groups as needed.
  1. Serve as Subject Matter Expert and Business Services Ambassador.
  • Provide technical consultation and knowledge transfer with Technical Support, Product Management, Engineering, and cross-functional teams to coordinate resolution of technical issues and implementation of new solutions.
  • Subject Matter Expert (SME) of the e-commerce market segment, shipping carriers, warehouse and inventory management systems; including workflow distribution channels.
  • Monitors industry technology trends via formal and informal training and self-guided efforts.
  • Support and guides team mates and encourages teamwork to generate new ideas and best practices.
  • Ability to communicate with C level executives and operational personnel, and strong customer relationship management skills.
  1. Other duties as assigned.

 

Additional Position Duties:  – (The following is a list of what all employees, except those with medical accommodation, may be regularly required to do.)

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

Qualifications

Education and/or Experience:                                                                 

  • BA/BS in MIS/CIS, engineering, or equivalent experience.
  • Minimum of Five (5) years’ experience in implementing software integration solutions and/or working in technical sales/service roles.
  • Two or more (2+) years’ experience managing others.
  • Experience in driving process improvements and problem solving for customers/partners.
  • Experience with Salesforce.com or equivalent.
  • Experience working with web services, XML, ODBC, and basic database queries.
  • Experiences in data file and database manipulation of data contained in common file formats (XML, CSV, tab-delimited, etc.).

Preferred Experience:                  

  • Experience with programming and building solutions is a plus.
  • Experience with e-commerce, warehouse, or transportation management is a plus.

Skills and Knowledge:

  • Strong ability to lead technical & service teams, set reasonable expectations, and meet deadlines
  • Strong ability to lead pre-sales discussions and overcome technical objections in the sales cycle
  • Strong ability to communicate with C-level executives and operational personnel, and strong customer relationship management skills.
  • Excellent verbal and written communication skills, presentation skills, professional presence, customer service, and conflict management skills
  • Critical thinking skills with an aptitude for problem solving.
  • Ability to grasp new technologies and process quickly.
  • Ability to manage mid-level complexity projects with limited to no supervision.
  • Flexible to adjust to varying workloads within a fast-paced, complex environment.

Computer/Software/Application Proficiency:                                                  

  • Proficiency in range of operating systems, primarily Microsoft and/or Macintosh.
  • Advance knowledge of Microsoft Excel, including the use of macros, and advanced Excel functions.
  • Working knowledge of SaleForce.com or equivalent CRM tool.
  • Advanced knowledge of networking, printer drivers, proxies, firewalls, etc.
  • Working knowledge of web services, SQL, CSV, XLS, XML ODBC, and basic database queries.

Travel Requirements:

  • Approx. 30%; Traveling to customer sites.

 

Equal Opportunity Employer/Veterans/Disabled

 

#LI-RS1

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Need help finding the right job?

We can recommend jobs specifically for you! Click here to get started.