Manager, Customer Success - Milford, United States - Quadient

Quadient

Verified Company

Milford, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

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 longterm, 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 crossfunctional discovery and feedback to inform experience recommendations or roadmaps.
Handle advanced/critical/sensitive issues that could result in a loss of revenue
Assessing atrisk 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 fastpaced, dynamic environment.
Proven ability to build and manage relationships, internally and externally
Experience using CRM tools, including Salesforce
Experience working in a fastpaced, 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

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 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.