Customer Success Manager (Remote)

Full time Customer Success Manager (Remote) London – United Kingdom

As a Quadient Customer Success Manager, you will be a key player in the provision of an outstanding customer experience across the entire customer journey executing the customer success strategy in support of our expansion and retention objectives, across multiple Quadient solutions. Reporting directly to the Customer Success Team Leader, you will work collaboratively with cross-functional teams to ensure the seamless delivery of customer success initiatives. This role offers an exciting opportunity to balance customer advocacy with our organisational objectives to deliver on Quadient’s strategic and operational targets.

This opportunity will be offered on a full time, permanent basis and fully remote.

Your role in our future

1. Ensure that all new customers are onboarded successfully and in the shortest time possible.
2. Ensure that all new customers adopt and use our solutions, ramping them up to value in the first 3 months post-onboarding.
3. Build a relationship with our strategic customers that enables you to act as a trusted advisor in support of our expansion and retention targets.
4. Execute the customer success post ramp-up strategy, identifying opportunities for expansion through pipeline generation and during the renewal process.
5. Manage the renewal process for all customers under your remit.
6. Be an advocate for the customer within Quadient ensuring that the customer needs to exercise minimal amount of effort to get their issues resolved in the quickest time possible.
7. Encourage satisfied customers to become advocates, sharing testimonials, case studies, and referrals.
8. Cross-functional, departmental collaboration in support of the customer success goals and objectives.
9. Contribute to the development of best practices, methodologies, and training materials within the Customer Success Center of Excellence.
10. Track key customer success performance and initiative metrics and report on progress.
11. Utilise key customer success performance metrics and customer data to identify trends, pain points, and areas for improvement.
12. Implement customer engagement programmes, including onboarding, ongoing training, and success campaigns.

Your profile

1. Minimum of 2 years Customer Success Experience, preferably within a SAAS organisation.
2. Strong technical ability of deploying, configuring, troubleshooting SaaS solutions.
3. A good understanding of ERP systems to support API integrations.
4. Experience managing data files (CSV, JSON, XML) to support flat-file integrations.
5. Ability to develop professional relationships with internal and external customers at all levels to deliver project requirements.
6. Strong cross-functional collaboration and customer relationship management.
7. Familiar with SaaS platforms and cloud-based technologies.
8. Self-starter with high level of personal organisation, attention to detail, assertiveness, tenacity, integrity, and able to work off their own initiative.
9. Excellent problem-solving and communication skills.
10. Excellent project management, communication, and presentation skills.
11. Desire to learn about cutting edge technologies.
12. Actively support and demonstrate Quadient’s EPIC values.
13. Strong team working ethic.

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.

#J-18808-Ljbffr