ShipHawk

Technical Customer Success

• Serve as the primary technical advisor for assigned customer accounts
• Build trusted relationships with warehouse operators, system administrators, and customer leadership
• Lead technical troubleshooting sessions, workflow reviews, and optimization calls
• Translate operational challenges into practical ShipHawk solutions
• Proactively identify technical risks, configuration improvements, and efficiency opportunities
• Surface technical churn signals to the account owner
• Develop deep expertise across ShipHawk's WMS and TMS solutions
• Advise customers on configuration, workflows, and platform best practices
• Support advanced use cases, integrations, and complex operational scenarios
• Partner with Product and Engineering to investigate and resolve escalated issues
• Drive platform adoption and new feature usage
• Deliver tailored technical enablement and training
• Own complex technical issues from diagnosis through resolution
• Identify and eliminate systemic problems through root-cause analysis
• Maintain technical records and documentation
• Contribute solutions and learnings to the internal knowledge base
• Partner with Customer Success Managers on customer health and retention
• Support Account Managers with technical aspects of expansion opportunities
• Represent the technical voice of the customer to Product and Engineering
• Improve internal processes, documentation, and customer-facing best practices

Technical Customer Success Manager – WMS