Supervisor, Customer Success

Connect with Quadient Quadient is a global leader in customer communication solutions. With over 100 years' of experience and still going strong, we aim to be the driving force behind the world's most meaningful customer experiences. Our success in delivering innovation and business growth is inspired by the connections our people create every day, with our clients and each other. It's these connections that make Quadient such an exceptional place to grow your career - and help our future-focused team lead the way. Supervisor, Customer Success People-powered 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 . Your role in our future: As a Supervisor, Customer Success, you'll play a critical role in the overall success and direction of the customer success function. In this role, you will be accountable for driving the initiatives that improve customer onboarding, account management, retention, and growth of the install base. You will measure performance and productivity; create coaching and training that continuously support the development and culture of your team, and ultimately contribute to the transformation and optimization of customer engagement, adoption, outcomes, and experience. Your Profile: 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 Support 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. 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. Identify change management implications that require further cross-functional discovery and feedback to inform experience recommendations or roadmaps. Handle critical issues that could result in a loss of revenue Assessing at-risk accounts and collaborate with internal stakeholders to create a mitigation strategy. Bachelor's degree or equivalent years of experience A minimum of 5 years of Customer Success, Account Management, Onboarding or similar experience Experience managing teams within either Customer Success or Professional Services teams in a fast-paced, dynamic environment is preferred. 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: $62,900.00 - $94,400.00 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. Rewards & Benefits Flexible Work : Embrace a hybrid work model blending office and remote setup for a balanced lifestyle. Endless Learning: Access global opportunities for growth through our 24/7 online learning platform. Inclusive Community: Join diverse communities and engage in our Philanthropy program. Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme. Caring for Wellbeing : Access our complimentary employee assistance program for mental health support. Be yourself at Quadient Our values define how we work as a team: Empowerment, Passion, Inspiration and Community. They inspire us to be EPIC. Together. What makes Quadient different is how different we all are. We're a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture which embraces difference and values every voice. We will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at Quadient is an Equal Employment Opportunity Employer: We believe that diversity brings benefits to our customers, our business, and our people so we are committed to being an inclusive employer. We encourage applications from all suitable applicants, regardless of background. We firmly believe in zero discrimination in employment on any basis, including gender, race, ethnicity, religion or belief, national origin, age, disability, marital status, sexual orientation, gender identity, citizenship status, veteran status, and any other protected characteristics. This includes being an Affirmative Action Employer in the United States. People. Connected.

Created: 2024-10-19