Customer Success Manager, PSA Verified (Remote - East Coast)

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team.

Our services span collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder.

Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, and France.

As part of our interview process, we request that candidates have their cameras on during video interviews. This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment. Certain interview steps may take place by phone. For remote roles, and at our discretion, candidates may be asked to participate in an on-site interview as part of the final stages of the process.

We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed. Your recruiter will be able to clarify expectations and answer any questions you have.

We are looking for a meticulous and knowledgeable PSA Verified Customer Success Manager to join our PSA Vault team. As a PSA Verified Customer Success Manager, you will play a vital role in the PSA Verified repack ecosystem. You will work directly with our Verified clients maintaining and expanding their repack business. In this capacity, you will ensure the readiness and delivery of each order that will help maintain the trust and confidence of our valued collectors and buyers. Furthermore, you will help to identify, resolve, and escalate any operational issues or other concerns with the PSA Verified team.

You’ll report to the Senior Manager, Vault Operations & Customer Experience and work remote, with preference for remote candidates who are within a commutable between our East Coast offices (Jersey City, NJ and New Castle, DE).

What You’ll Do:

• Maintain acquisition and delivery schedules for repack customers post-launch

• Forecast future client orders for Vault Operations readiness

• Create check-ins for each client to maintain progress towards each series

• Highlight new opportunities for product growth with each client

• Suggest target high-value inventory to build around repack series 

• Coordinate with client to adjust PSA offers campaigns to match inventory pacing needs

• Monitor social media on audience feedback for each product

• Review with Vault Operations team on all box supply refill needs

• Work with data team to monitor client health

• Work with finance and accounting to align on client reporting and invoicing

• Catalog common production issues and partner with your manager to improve workflows aimed at limiting the number of issues

• Collaborate with the Vault Operations team as needed to review and improve ingestion and logistical processes, clarifying any discrepancies or issues

Who You Are:

• Familiarity and prior experience with standard concepts, practices, and procedures within the fulfillment ecosystem

• Proven ability to work independently and meet deadlines

• Passion for customer experience with a demonstrated track record of going above and beyond to create excellent customer experiences

• Prior experience in supply forecasting preferred

• Strong attention to detail along with excellent research skills

• Strong organizational skills and the ability to manage multiple tasks simultaneously

• Strong understanding of Google Sheets, Docs and similar tools

• Excellent written and verbal communication skills along with collaboration skills to work effectively with cross-functional teams

• Familiarity for card collecting and trading, with prior experience in the field being highly desirable

Salary Range: The salary range for this position is $94,000 - $122,000. Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, experience, and skill set. This role may be eligible for bonuses, commissions, or other forms of compensation, please ask your recruiter for details.

Reasons To Join Us:

• Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision

• Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits

• 401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals

• Vacation: All salaried employees are eligible for flexible time-off

• Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays

• Employee Discounts: Employees receive discounts on select grading services for approved submissions

• Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs

• Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities

Candidates must be authorized to work in the United States. 

#LI-Remote #BI-Remote 

Collectors uses e-Verify to validate your ability to work legally in the United States.

We are aware that there are instances where individuals are receiving job offers that fraudulently allege to be from Collectors or one of our business units. This type of fraud can be carried out through false websites, through fake e-mails claiming to be from the company or through social media. We never ask for personal information such as your bank account, Social Security numbers or National IDs, nor do we send or request payments for the purchase of business-related equipment. If you suspect fraud, please reach out to [email protected].

We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We believe that a team that represents a variety of backgrounds, perspectives, and skills will better service the diverse community of collectors we support.

If you require an accommodation to apply or interview with us due to a disability or special need, please email [email protected].

U.S. residents: for disclosures relating to personal information we collect during the employment application and recruitment process, please see our Privacy Notice for U.S. Applicants.

If you are based in California, you can read information for California residents here.