Neopost - Olympia, WA
posted 5 months ago
As a Supervisor, Customer Success at Quadient, you will play a pivotal role in shaping the success and direction of the customer success function. This position is designed for a leader who is passionate about enhancing customer experiences and driving initiatives that improve customer onboarding, account management, retention, and growth of the install base. You will be responsible for measuring performance and productivity, creating coaching and training programs that continuously support the development and culture of your team, and ultimately contributing to the transformation and optimization of customer engagement, adoption, outcomes, and 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 tactical issues. Your efforts will help expand the capabilities of the Customer Success team through process improvements and tools automation. You will also support Customer Success outcomes throughout the customer journey by partnering with Product and Marketing to deploy strategies that demonstrate product value, new features, and product updates. Your responsibilities will include driving initiatives that enhance customer retention, growth, and exemplary customer experience. You will monitor metrics to track and report employee progress against goals, identifying the correlation between product adoption and revenue retention/expansion. Additionally, you will assess at-risk accounts and collaborate with internal stakeholders to create mitigation strategies, while also handling critical issues that could result in a loss of revenue. This role requires a proactive approach to change management, necessitating further cross-functional discovery and feedback to inform experience recommendations or roadmaps.