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For Companies At a Glance
- Tasks: Guide customers to success with our innovative parcel locker solutions and build strong relationships.
- Company: Join Quadient, a leader in digital transformation and sustainable automation.
- Benefits: Enjoy a supportive team environment, career growth, and opportunities to make an impact.
- Why this job: Be part of a fast-paced team where your contributions directly influence customer satisfaction and loyalty.
- Qualifications: Passion for customer service, tech-savvy, and strong communication skills are essential.
- Other info: Flexible learning opportunities available; we value diverse backgrounds and experiences.
The predicted salary is between 36000 - 60000 £ per year.
At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes. Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other. It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact.
Your role in our future:
This role is responsible for:
- Proactively guiding locker hosts toward achieving their desired outcomes with our products or services, ensuring long-term satisfaction, loyalty, and mutual growth.
- Building trusted relationships, driving product adoption, and delivering measurable value.
- Maximising customer lifetime value while enhancing retention rates and reducing churn.
- Guiding new and existing hosts through Quadient processes and continual benefits of hosting a locker.
- Creating onboarding materials and automated processes (Videos, guides and FAQs).
- Conducting product demos and training sessions where required.
- Acting as a primary point of contact for locker hosts.
- Building strong, long-term lifecycle relationships with each host.
- Developing loyalty and understanding host goals to align them with Quadient Locker goals.
- Responding to inbound enquiries, providing support for cases raised by Quadient contact Centre (CIC).
- Escalating technical issues to relevant technical support functions.
- Ensuring timely resolution and communicating updates clearly to the host and internal functions.
- Driving host contract renewals by promoting return on investment.
- Identifying cross-sell and joint marketing opportunities.
- Collaborating with the site acquisition team for expansion strategy and opportunity.
- Monitoring host locker performance, evaluating data (usage, adoption, growth).
- Identifying risks of churn and taking early preventative action.
Your profile:
- Understanding of customer lifecycle management, retention strategies and value realisation.
- Ability to learn and apply a deep knowledge of smart lockers and software that runs smart lockers.
- Strong presentation skills and associated technologies such as MS PowerPoint.
- Ability to use CRM (Salesforce and Salesloft), survey tools etc.
- Data analysis, analytics and organisational skills, using BI tools such as Power BI.
- Strong communication skills (written and verbal).
- Knowledge of managing onboarding, implementation and succession plans.
Knowledge gaps can be filled. Even if you don’t satisfy every single requirement or meet every qualification listed, we still want to hear from you.
Customer Success Manager - Parcel Lockers employer: Quadient
Contact Detail:
Quadient Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager - Parcel Lockers
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Quadient on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research Quadient’s products, especially the Parcel Lockers, and think about how your skills can help improve customer success. Show them you’re not just another candidate!
✨Tip Number 3
Practice makes perfect! Get a friend to do a mock interview with you. Focus on common questions for Customer Success Managers and be ready to share examples of how you've driven customer satisfaction in the past.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It shows you’re genuinely interested and keeps you fresh in their minds.
We think you need these skills to ace Customer Success Manager - Parcel Lockers
Some tips for your application 🫡
Show Your Passion: Let us see your enthusiasm for customer success and tech! In your application, share specific examples of how you've gone above and beyond to support customers in the past. This will help us understand your commitment to great service.
Tailor Your Application: Make sure to customise your CV and cover letter to highlight relevant experience that aligns with the Customer Success Manager role. We want to see how your skills match our needs, so don’t be shy about showcasing your achievements!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon unless it's relevant. We appreciate a well-structured application that’s easy to read and gets straight to the heart of your qualifications.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re proactive and keen to join our team!
How to prepare for a job interview at Quadient
✨Know Your Customer Success Basics
Before the interview, brush up on customer lifecycle management and retention strategies. Understand how these concepts apply specifically to the role of a Customer Success Manager at Quadient, especially in relation to parcel lockers.
✨Showcase Your Tech Savvy
Be prepared to discuss your experience with smart lockers and any relevant software. If you’ve used CRM tools like Salesforce or analytics platforms like Power BI, share specific examples of how you’ve leveraged these tools to drive customer success.
✨Prepare for Scenario Questions
Think about potential scenarios you might face as a Customer Success Manager. For instance, how would you handle a host's concerns about locker performance? Practising your responses will help you demonstrate your problem-solving skills and proactive approach.
✨Highlight Your Communication Skills
Since building strong relationships is key, be ready to showcase your communication skills. Share examples of how you've effectively communicated with clients in the past, whether through presentations, training sessions, or resolving issues.
