Customer Success Manager

$87,500 - $131,300/Yr

Neopost - Columbia, SC

Full-time - Mid Level

Columbia, SC

Rental and Leasing Services

About the position

At Quadient, we are dedicated to supporting businesses of all sizes in their digital transformation and growth journey. Our mission is to unlock operational efficiency through reliable, secure, and sustainable automation processes. As a Customer Success Manager, you will play a pivotal role in ensuring our customers achieve success with our innovative Accounts Receivable Automation software. This position is not just about managing accounts; it’s about building meaningful relationships and providing exceptional customer experiences that set us apart from our competitors. In this role, you will be the expert on the solutions offered by Quadient Accounts Receivable. Your primary mission will be to support the success of customers across all modules they have signed up for, addressing their product and workflow-related needs. You will oversee the implementation process, ensuring that customers are onboarded smoothly and efficiently. Your responsibilities will include resolving customer issues, engaging customers to accelerate product adoption, and managing expansion opportunities within the customer base. You will also monitor customer health and design strategies for both customer and product success. As a key member of our team, you will own the strategic relationship with our customers from the Implementation Kickoff through their entire lifecycle with Quadient. You will work cross-functionally with support and engineering teams to resolve any issues that arise, ensuring that our customers receive the highest level of service. Your ability to communicate effectively, both verbally and in writing, will be crucial in maintaining strong relationships and ensuring customer satisfaction. You will also be responsible for managing customer churn and renewals, driving internal continuous improvement projects, and ensuring fast time-to-value for new customers.

Responsibilities

• Own the strategic relationship with customers from the Implementation Kickoff through their lifetime with Quadient.
• Oversee the implementation process led by Professional Services and Implementation teams, assisting where needed for escalation.
• Assist customers in implementing new processes with AR Automation.
• Build and maintain value-rich relationships with customers.
• Ensure fast time-to-value for new customers and drive product adoption.
• Work cross-functionally with support and engineers to resolve customer issues.
• Manage creation of expansion opportunities for products/services in the customer base.
• Manage customer churn and renewals.
• Drive internal continuous improvement projects.

Requirements

• Bachelor's degree ideally in technology, business administration, or finance.
• 5 years of customer success, account management, and implementations experience.
• Experience working for a SaaS company or a start-up is considered an asset.
• Basic knowledge of accounting is required.
• Strong organizational and planning skills are essential.
• Exceptional written and verbal communication skills with outstanding phone presence.
• Ability to remain calm under pressure and apply effective listening skills to understand customer needs.
• Critical thinking and ability to resolve complex situations are key to success in this role.
• Ability to discuss and give input on technical issues and explain them to non-technical people.

Nice-to-haves

• Ability to speak French is a plus.
• Experience using accounting software such as Sage Intacct, NetSuite, QuickBooks, etc. is beneficial.
• Knowledge of the software development cycle and basic computer troubleshooting is advantageous.
• Experience with support software and CRM (Salesforce) is a plus.
• Having a CPA designation is beneficial.

Benefits

• 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 diverse 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.