Neopost - Richmond, VA
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 foster the development and culture of your team. Your efforts will contribute significantly 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 cultivate long-term customer relationships that focus on proactive value creation rather than merely responding to daily tactical issues. Additionally, you will help expand the capabilities of the Customer Success team through process improvements and tools automation. Your responsibilities will also include supporting Customer Success outcomes throughout the customer journey. This involves collaborating with Product and Marketing teams to deploy strategies that effectively demonstrate product value, new features, and product updates. You will drive initiatives that result in enhanced customer retention, growth, and an exemplary customer experience. Monitoring metrics to track and report employee progress against goals will be a key part of your role, including identifying the correlation between product adoption and revenue retention or expansion. You will also assess at-risk accounts and work with internal stakeholders to create mitigation strategies, while handling critical issues that could potentially lead to revenue loss.