Customer Success Manager
2 weeks ago
BlueCrest is the innovative leader in postal and parcel automation solutions. With a focus on operational efficiency, customer experience, and technology integration, BlueCrest empowers businesses to achieve success through streamlined processes and meaningful connections from data through delivery. BlueCrest is a global company with clients and team members located in 16 countries worldwide, including an expansive field service team comprised of nine-hundred specialized field service technicians. BlueCrest's manufacturing headquarters is based in Danbury, Connecticut.
Our BlueCrest culture is reflected by our core behaviors: Innovation, Collaboration, Accountability, Resourcefulness and Enthusiasm (ICARE). It is with these behaviors in mind that we approach every customer, every idea, every product, and every employee, every day. It is the essence of how we interact and work--it's how things get done at BlueCrest.
Job Description
BlueCrest is the innovative leader in postal and parcel automation solutions. With a focus on operational efficiency, customer experience, and technology integration, BlueCrest empowers businesses to achieve success through streamlined processes and meaningful connections from data through delivery. BlueCrest is a global company with clients and team members located in 16 countries worldwide, including an expansive field service team comprised of nine-hundred specialized field service technicians. BlueCrest's manufacturing headquarters is based in Danbury, Connecticut.
Our BlueCrest culture is reflected by our core behaviors: Innovation, Collaboration, Accountability, Resourcefulness and Enthusiasm (ICARE). It is with these behaviors in mind that we approach every customer, every idea, every product, and every employee, every day. It is the essence of how we interact and work-it's how things get done at BlueCrest.
POSITION SUMMARY
The primary objective of this assignment is to grow and manage our production print consumable business. A secondary objective of this role is to ensure that our key print customers are getting the premium level of service, support, communications, and return-on-investment that BlueCrest is known for delivering. These objectives are enabled by developing account-specific cross-functional plans that drive a targeted 15% YOY growth of current clients and newly acquired clients' print volumes and consumable spending.
CORE RESPONSIBILITIES
- Establish a baseline of current print volumes and consumable spending.
- Track monthly volumes and trends against plan at the Client, North American, and Global levels.
- Build and communicate actionable plans to grow the baseline 15% YOY at the client and North American base population.
- Identify and drive efforts to convert the incremental volume gains into incremental printing system placements.
- Work with the Consumables Order Management Team to onboard new clients and volumes efficiently.
- Utilize color management, print technology, and media knowledge to assist BlueCrest clients in accelerating the onboarding of new work and troubleshooting existing work.
- Identify and escalate customer challenges, or perceived challenges, to service, support, sales, product line management and other critical BlueCrest departments.
- A bachelor's degree in computer science, marketing, business, or a related field. A Master's degree/MBA would be a plus.
- A proven experience in a Growth Marketing role in a company that has a high-volume inkjet printing system product portfolio.
- Experience building account-specific print volume and consumable plans, including usage tracking and forecasting. This includes converting plans into client-specific actions at Client production sites.
- With a focus on the North American market, actively monitor and measure client volumes on a weekly, monthly, quarterly, and YOY basis for all global production print clients.
- Strong client-facing skills across operations and senior management teams. Experience working directly with prospects and customers during pre and post-sales engagements.
- Effectively collaborate with internal BlueCrest cross-function teams, including product management, Client Support, Systems Analyst, and sales.
- Actively participate and, as required, lead Print Client Quarterly Business Reviews
- On-site problem-solving and troubleshooting to demonstrate principles of quality to customers.
- Excellent analytical and problem-solving skills.
- Strong communication and presentation skills.
- Familiarity with data analysis and reporting tools. Continued improvement of presently offered tools and solutions.
- Proactive, able to act independently and collaboratively in a fast-paced, dynamic environment.
- Strong, senior-level document workflow and Color Management Skills
EEO Statement
BlueCrest is proud to be an equal opportunity employer. We are committed to developing and retaining an inclusive workforce around the globe, free of unlawful discrimination, harassment and retaliation. We provide equal employment opportunities to all persons without regard to race, ethnicity, creed, color, religion, age, sex, national origin, disability status, marital or familial status, genetics, pregnancy, veteran status, sexual orientation, gender identity or expression, or any other characteristic for which discrimination is prohibited by law
Benefits
As a leading provider of enterprise print, mail, and customer communications solutions, BlueCrest, Inc. is committed to its employees. This commitment is embodied in our competitive benefits package, which includes medical, dental, and vision coverage, as well as flexible spending accounts, life insurance, disability income, 401(k) Savings Plans, and employee assistance and wellness programs.
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