Customer Onboarding Manager

June 30th 2020: Shipup announces a 6m€ series A in order to open an office in New York and recruit 45 people in the next 12 months.

Shipup was created at the end of 2016 by 3 Co Founders from HEC Paris and Centrale Paris who used to work for Drivy (acquired by Getaround), Rocket Internet, Casper and Dashlane.

We are a SaaS company that tracks the orders and deliveries of online retailers in real time in order to create a seamless, branded and reassuring post-purchase experience (proactive and live notifications, customized tracking pages, customer surveys at delivery…). Thanks to Shipup, ordering online is less stressful leaving online shoppers more satisfied, complaining less and buying again.

We work with more than 300 brands in Europe and North America, some of which are very successful digitally native brands (Cheerz, Blissim, Withings, Feed., Le Petit Ballon, Respire, Aime, Na-Kd, Ssense, Ysé, A.P.C. …) while others are larger, more traditional accounts (Leclerc, Carrefour, Intermarché, Go Sport, Yves Rocher…).

We are now a team of 40 people and growing at a very fast pace! Our ambition is to become the world leader in ecommerce post-purchase experience.

More than ever, with the impressive growth in e-commerce during the pandemic, we need to onboard new talent. 💥 That’s where you come in. In Shipup’s fast paced growth context, more and more e-commerce clients are joining Shipup (That’s a great thing 🎉) and are getting into the crucial stage of onboarding. We are looking for our first Onboarding Manager in order to drive the onboarding of our new clients and cultivate satisfaction.

Your role in the CS team :

🗓 Day to day

• Business & technical onboarding of our clients: kick-off, integration, set up… (according to the pricing and the customers’ objectives)
• Training
• Contribute to the improvement of our help center documentation (and tools)
• Own the onboarding pipeline (internally) and planning (externally)
• Manage the handover processes and tools (Sales ⇒ OM ⇒ CSM/Tech)
• Drive the best customer experience leading to success throughout the Onboarding journey
• Forecast and track key onboarding metrics
• Offboarding (it happens!)

🛠 Projects

• Improve the self-service onboarding process
• Manage ongoing and post-project communication tools (videos, webinars, use cases & best practices…)
• The guiding principle is: how to scale to manage Shipup’s growth

You could be a good fit if

• You have at least one first experience as Onboarding Manager or Customer Success Manager with onboarding missions or Project Manager
• You are organized, structured and thorough
• You have an excellent level in both written and spoken Englishs and French. (You’ll be working with some English-speaking clients).
• You have an interest in SaaS and the world of Tech. Experience in SaaS (preferred)
• You demonstrate good listening skills and empathy

🤩 Why should you apply ?

• Join us at a magical time: Shipup’s been exponentially growing in the past few months
• The opportunity to join a fast growing startup, funded by ecommerce experts (Cofounders of Veepee, AlloResto, Cheerz, Birchbox Europe, Tediber, Le Petit Ballon…)
• International team where everyone cares for one another
• Stylish office located in the heart of Paris (75002, 🚉Sentier)
• Lots of perks: Navigo pass for transportation, lunches, dinners, drinks, parties…
• Insane off-sites (Sicily, Marrakech, Corsica, Cap Ferret, Val d’Isere…)

📞30’ : Pre-qualification call with Angélique, Talent Acquisition Manager
🖥 Home assignment
🤚🏻2 hour meeting with Ségolène, the Head of CSM and Brianna, a CSM on the team
🥗🍻Culture fit

If you want to read what our employees are saying about us on Glassdoor ! ✨