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    Manager, Customer Success - Remote, United States - Quadient

    Quadient
    Quadient Remote, United States

    Found in: beBee S2 US - 3 weeks ago

    Default job background
    Full time
    Description

    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, $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. This position may be eligible for an annual bonus.

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