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Customer Success Team Leader

2 months ago

Mobile, Alabama, United States Quadient Full time

Join Quadient

Quadient stands as a premier innovator in customer communication solutions, boasting over a century of expertise. Our mission is to be the catalyst for the most impactful customer experiences globally. The connections fostered by our team members with clients and each other are the cornerstone of our success, making Quadient an extraordinary environment for career growth and development.

Your Role as a Customer Success Team Leader:

In the capacity of a Customer Success Team Leader, you will be pivotal in steering the overall effectiveness and strategic direction of our customer success initiatives. Your responsibilities will encompass:

  • Driving initiatives that enhance customer onboarding, account management, retention, and expansion of our client base.
  • Measuring team performance and productivity while crafting training and coaching programs that nurture team culture and development.
  • Contributing to the transformation and optimization of customer engagement, adoption, and overall experience.

Your Profile:

  • Mentor and cultivate a high-performing Customer Success team.
  • Support long-term customer relationships that prioritize proactive value creation over reactive problem-solving.
  • Enhance team capabilities through process improvements and automation tools.
  • Collaborate with Product and Marketing to implement strategies that showcase product value and updates.
  • Drive initiatives that lead to improved customer retention and satisfaction.
  • Monitor key metrics to assess team progress against objectives, identifying links between product adoption and revenue retention.
  • Identify and address change management needs through cross-functional collaboration.
  • Manage critical issues that may jeopardize revenue.
  • Evaluate at-risk accounts and work with internal teams to devise mitigation strategies.

Qualifications:

  • Bachelor's degree or equivalent experience.
  • At least 5 years of experience in Customer Success, Account Management, or related fields.
  • Experience leading teams in Customer Success or Professional Services within a dynamic environment is preferred.
  • Proven ability to build and maintain relationships both internally and externally.
  • Familiarity with CRM tools, including Salesforce.
  • Experience in a fast-paced, high-growth company where adaptability is essential.
  • Comfortable navigating ambiguity and leading others through complex scenarios.

Compensation and Benefits:

This position offers a competitive salary range, with additional benefits including:

  • Flexible Work: A hybrid work model that balances office and remote work.
  • Continuous Learning: Access to a global online learning platform for personal and professional growth.
  • Inclusive Community: Engage with diverse communities and participate in our Philanthropy program.
  • Comprehensive Rewards: Competitive total rewards package covering wellness and work-life balance.
  • Mental Health Support: Access to a complimentary employee assistance program.

Embrace Your Unique Self at Quadient:

Our core values—Empowerment, Passion, Inspiration, and Community—guide our teamwork and culture. At Quadient, we celebrate individuality while working towards a common goal. Join us in a community that values diversity and inclusivity.