Neopost - Raleigh, NC
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, 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 enable 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 be responsible for supporting Customer Success outcomes throughout the customer journey, partnering with Product and Marketing to deploy strategies that demonstrate product value, new features, and product updates. Your initiatives will aim to enhance customer retention, growth, and deliver an exemplary customer experience. You will monitor metrics to track and report employee progress against goals, identifying the correlation between product adoption and revenue retention or expansion. Additionally, you will assess at-risk accounts and collaborate with internal stakeholders to create mitigation strategies. Handling critical issues that could result in a loss of revenue will also be part of your responsibilities. This role requires a proactive approach to identifying change management implications that necessitate further cross-functional discovery and feedback to inform experience recommendations or roadmaps.