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Customer Success Manager

Company: Quadient
Location: Saint Paul
Posted on: May 27, 2023

Job Description:

Position Title : Customer Success Manager
Position Location: Remote
Quadient is the driving force behind the world's most meaningful customer experiences. We are a global leader in smart locker solutions for residential, retail, carrier, commercial, and university clients. With nearly 75 million packages delivered through Parcel Pending by Quadient lockers annually, our fast-growing global locker network delivers a safe, secure, and on-demand experience for parcel deliveries and returns.
We are committed to delivering more for our clients, so they can deliver more for their customers. As such, millions of users rely on our vertical-, location-, and carrier-agnostic Parcel Pending smart locker solutions. Quadient's parcel network now encompasses more than 18,000 locations around the world, with new units being deployed across North America, Europe, and Japan.
Our mission is simple: to deliver a safe, secure, and accessible parcel delivery experience.
Quadient helps people connect with what matters, thanks to solutions that enable our customers to create meaningful and personalized interactions. Want to commit your talent to an organization that truly values your contribution? Looking for a place where you can be a game changer, innovate, and unleash your true potential? We call it: The Power of You.
What you'll do:
As (Customer Success Manager) you'll be a key contributor to the success of the Customer Success organization. This individual will be a key team member and is key to our customer experience, and we are looking for someone who will make an immediate impact on our team, customers, and company. (Overview of responsibilities.)

  • Manages a portfolio of customers and provides the highest level of customer experience.

  • Responds promptly to customer inquiries, issues, and resolves complaints in a timely manner.

  • Acts as an escalation resource for internal and external customers.

  • Provides partnership to other CSMs and the overall CS team.

  • Trains the customer (internal and external) and supports solution adoption and growth.

  • Provides effective and timely communications and adheres to any timelines.

  • Participate in projects related to increasing the customer experience, as determined by leadership.

  • Delivers high quality support during all stages of the customer journey, focusing on the success and partnership with the customer.

  • Participates in daily customer interactions by phone, emails and web-conference and provides a consistent customer experience.

  • Responsible for the management of assigned customer accounts to foster long-term business relationships.

  • Works proactively in their role to better the customer experience.

  • Advocate for the customer across multiple departments including Field Service, IT, Engineering, Accounting, Tech Operations and Customer Relations.

  • Identifies repeat issues and escalates to ensure prioritization in the roadmap to reduce customer friction and increase customer satisfaction.

  • Works directly with customers and with the sales team to identify and/or develop upsell opportunities.

  • Prepares, leads and participates in business reviews and QBRs in collaboration with the sales team.

  • Works with leadership to continuously improve process and creates metrics to observe team and customer performance.

  • Communicates status of assigned accounts to the Supervisor, Customer Success and other leadership as determined.

  • Effectively builds partnerships with internal teams and stakeholders.

  • Understands and aligns with customers on Key Performance Indicators (KPIs), working to maintain these leveraging reporting, analytics and metrics.

  • Understands and tracks Customer Success key customer performance metrics.

  • Promotes company culture and vision.

  • Performs other duties as required to support the success of Parcel Pending by Quadient.

    What You'll Bring:

    • Bachelor's degree or related experience.

    • 2+ years in a Customer Success / CX role preferred.

    • Excellent organizational skills with the ability to multi-task and adapt as priorities change.

    • Strong inter-personal skills with the ability to communicate effectively with a variety of stakeholders.

    • Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, Outlook.

      What can further your success: ( these are not required, but desired skills)

      • Business-to-business sales support experience

      • Experience using Salesforce.

        EPIC sign off:
        Our values define how we work as a team: Empowerment, Passion, Inspiration and Community. They make us EPIC. Together .

        • Company subsidized Medical, Dental, and Vision Insurance

        • 401(k) Retirement Plans -Company Match Offered

        • Life & Disability Insurance -Company Sponsored

        • Paid Vacation, Sick Leave, & 11 Company Holidays

        • Career & Leadership Development

        • Tuition Reimbursement Program

        • Veteran Programs

        • Company Sponsored Groups

          We want Quadient to be a place where we are all able to bring our whole selves to work and where our differences are embraced and celebrated. We operate in diverse areas, cultures and communities; our customers are as unique as we are.
          Quadient is an Equal Opportunity Employer, and all qualified applications will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, or any other characteristic protected by law.
          About Quadient
          At Quadient, we exist to help organizations simplify the connection between their customers and what matters most. From mortgage approvals, medical results, and insurance claims, to accounts receivables, invoices and inbound packages.
          Every day - we help companies manage over 788 million connections with their customers. Our award-winning solutions and best in class customer service are the reasons we have grown to become the driving force behind the world's most meaningful customer experiences.
          Quadient does not accept unsolicited resumes from headhunters, recruitment agencies or fee-based recruitment services. Please do not forward resumes to our jobs alias, Quadient employees or any organization location. Quadient is not responsible for any fees related to unsolicited resumes.
          US - Disclaimer: The above statements are intended to describe the general nature and levels of work being performed by people assigned to this classification.---They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.---

Keywords: Quadient, St. Paul , Customer Success Manager, Executive , Saint Paul, Minnesota

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