Customer Success Manager - Parcel Lockers in London

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 – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels.

Reporting to the Director of Customer Success for Parcel Locker Solutions, this role is responsible for:

• 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 to develop loyalty.
• Understanding host goals and aligning them to 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.
• Product knowledge: Ability to learn and apply a deep knowledge of smart lockers and software that runs smart lockers.
• Presentation skills and associated technologies such as MS PowerPoint.
• CRM and CS Tools: 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).
• Project management: 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.

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 our Empowered 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.

Smart Work at Quadient: Our Smart Work approach fosters connection, collaboration, and innovation while offering flexibility based on role requirements. Whether on-site, hybrid, or remote, our work environments are designed to support productivity and engagement.

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 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 that embraces differences 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 career@quadient.com.

Quadient is an Equal Employment Opportunity Employer. We firmly believe in zero discrimination in employment on any basis, including race, colour, religion, sex, national origin, age, disability, veteran or military status, genetic information, citizenship status, and any other characteristics, or federal law.