Neopost - Atlanta, GA
posted 5 months ago
As a Supervisor in Customer Success at Quadient, you will play a pivotal role in shaping the future of our customer success function. Your primary responsibility will be to drive initiatives that enhance customer onboarding, account management, retention, and growth of our install base. You will be accountable for measuring performance and productivity, creating coaching and training programs that support the continuous development of your team, and contributing to the transformation and optimization of customer engagement, adoption, outcomes, and overall experience. In this role, you will mentor, develop, and retain a high-performing and engaged Customer Success team. You will support the Customer Success function to foster long-term customer relationships that focus on proactive value creation rather than merely responding to daily issues. Your efforts will help expand the capabilities of the Customer Success team through process improvements and tools automation. You will also play a crucial role in supporting Customer Success outcomes throughout the customer journey. This includes collaborating with Product and Marketing teams to deploy strategies that effectively demonstrate product value, new features, and product updates. Your initiatives will be aimed at enhancing customer retention, growth, and delivering an exemplary customer experience. Monitoring metrics to track and report employee progress against goals will be a key part of your responsibilities. You will identify the correlation between product adoption and revenue retention/expansion, and assess at-risk accounts while collaborating with internal stakeholders to create effective mitigation strategies. Additionally, you will handle critical issues that could potentially result in revenue loss, ensuring that our customers receive the highest level of service and support.