Customer Success Supervisor

6 days ago


Sacramento, California, United States myGwork - LGBTQ+ professionals & allies Full time
Customer Success Supervisor

Quadient is a global leader in customer communication solutions, and we're seeking a Customer Success Supervisor to join our team. As a key member of our customer success function, you'll play a critical role in driving the initiatives that improve customer onboarding, account management, retention, and growth of our install base.

Your Responsibilities
  • 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
  • Assess at-risk accounts and collaborate with internal stakeholders to create a mitigation strategy
Requirements
  • 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
What We Offer
  • Flexible work arrangements, including a hybrid work model blending office and remote setup
  • Endless learning opportunities through our 24/7 online learning platform
  • Inclusive community and philanthropy program
  • Comprehensive rewards package, including a generous referral scheme
  • Caring for wellbeing through our employee assistance program

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.



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