Manager, Customer Success

As Manager, Customer Success, you’ll be responsible for the overall success and direction of the Customer Experience vertical. In this role, you will be accountable for driving the initiatives that improve customer onboarding, account success, renewals, upsell and the customer journey. You will measure performance and productivity; create coaching and training that will increase the adoption of the right behaviors and outcomes focused on account management, customer interactions, and customer retention.

What you’ll do:

• Drive Customer Success outcomes throughout the customer journey including partnering with Product and Marketing to deploy strategies that demonstrate product value, new features and product updates.
• Mentor, develop and retain a high performing and engaged Customer Success team
• Support the Customer Success function to enable long-term, customer relationships focused on proactive, value creation and not tactical responses to daily issues
• Help expand the Customer Success team’s capabilities through process improvement and tools automation
• Drive initiatives resulting in enhanced customer retention, growth and exemplary customer experience.
• Monitor metrics to track and report employee progress against goals, including identifying the correlation between product adoption and revenue retention/expansion.
• Anticipate shifts in customer behavior or expectations resulting from market trends, our research and data or other business intelligence, and develop actions plans.
• Identify change management implications that require further cross-functional discovery and feedback to inform experience recommendations or roadmaps.
• Handle advanced/critical/sensitive issues that could result in a loss of revenue
• Assessing at-risk accounts and collaborate with internal stakeholders to create a mitigation strategy.

Requirements:

• Bachelor’s degree or equivalent years of experience
• A minimum of 8+ years of Customer Service, Account Management, Onboarding or similar experience
• Experience managing teams within either Customer Success or Professional Services teams in a fast-paced, dynamic environment.
• Proven ability to build and manage relationships, internally and externally
• Experience using CRM tools, including Salesforce
• Experience working in a fast-paced, high growth company where change is a constant
• Comfortable with ambiguity and uncertainty; the ability to adapt nimbly and lead others through complex situations

This position has a salary range of:

$81,800.00 - $122,700.00

Quadient, Inc. has standard ranges for all U.S. - based roles, based on function, level, and scope, which are benchmarked against companies of similar size and growth-stage. To provide greater transparency to candidates, we share these targets on all job postings. Final salary offers are determined by multiple factors, which may include (but are not limited to) geographic location and candidate experience and expertise. As such, they may vary from the ranges listed.

Our Benefits Overview:

Company subsidized Medical, Dental, and Vision Insurance

• 401(k) Retirement Plan with Strong Company Match
• Life & Disability Insurance – Company Sponsored
• Paid Vacation, Sick Leave and 12 Company Holidays
• Career & Leadership Development
• Tuition Reimbursement Program
• Company Sponsored Groups

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. Quadient has been helping customers since 1924. (That’s right, almost 100 years!). We are the driving force behind the world’s most meaningful customer experiences. By focusing on four key solution areas including Customer Experience Management, Business Process Automation, Mail-Related Solutions, and Parcel Locker Solutions, Quadient helps simplify the connection between people and what matters. Quadient supports hundreds of thousands of customers worldwide in their quest to create relevant, personalized connections and achieve customer experience excellence. 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. Because connections matter!

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

The above position 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.

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.

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.

If you need assistance with the application process, please email us at US.LOA.Accomodations@quadient.com.