For thousands of customers around the world, Quadient is the driving force behind providing meaningful customer experiences, helping our customers create personalized interactions and make meaningful connections. We simplify the connections between people and what matters. Quadient. Because Connections Matter.

This individual will be responsible for the adoption, expansion, and subscription renewals for our enterprise customers in Quadient North America. The Customer Success Manager (CSM) will help to ensure our enterprise customers adopt our enterprise software solutions, drive the usage of those solutions and develop opportunities to expand the usage. Done well this will lead to customer renewals and retention. The CSM is expected to drive net revenue retention at a rate above 100%. By having product, market, and business expertise. The CSM will monitor customer health regularly, drive regular business reviews, and define long-term journeys that lead to deeper and broader usage of Quadient's solutions. This is expected to include cross-sells as well.

Key Responsibilities

The Enterprise Customer Success Manager is entrusted with the following tasks:

• Develop and maintain strong relationships with prospects and customers to become a trusted advisor and primary point of contact for all aspects of driving successful business outcomes
• Create and drive a value realization plan for customers
• Meet Net Revenue Retention objectives by controlling churn and driving expansion
• Collaborate across teams to build and present engagement proposals
• Work closely with sales teams and account management teams to present and sell value proposition of Quadient's solutions.
• Help drive customer strategy and maintain account direction working collaboratively with the Sales, Services Delivery and Support organizations
• Regularly meet with customers in person and virtually
• Proactively assesses, clarifies, and validates customer needs on an ongoing basis
• Finds ways to promote expansion of the Quadient solution, including with new capabilities not currently being used.
• Coordinates solution development efforts that best address customer needs
• Update and maintain Customer database with the most relevant account details
• Proactively drive accounts with minimal oversight

Qualifications

• Bachelors degree or equivalent experience in account management, customer success management, or equivalent role for a software-oriented company
• 3-5 years of customer success, account management and implementations experience
• Passion for working with customers with complex business needs
• Strong organizational and planning skills
• Proven proficiency in driving revenue, presentation skills, and ability to work independently to enable a team to deliver revenue and customer success
• Ability to work with, and consult, with customer to develop implementation and expansion plans that drive value
• Strong interpersonal skills and ability to establish rapport to both customers and colleagues while maintaining integrity and honesty
• Apply effective listening skills to understand needs beyond the question of the customer
• Critical thinking and ability to resolve complex situations are key to the success in this role
• General understanding of how software solves complex business problems
• Ability to understand business goals and objectives of customers and provide strategic recommendations based on services offerings and consulting services
• Ability to align internal resources to meet customer requirements and deadlines
• Strong leadership, teamwork, & cross-group collaboration skills
• Ability to effectively communicate through all mediums (verbal, listening, written)
• Ability to effectively present to technical, business, and executive level customer personnel to demonstrate value of Quadient services and Quadient Professional Services Organization
• Ability to perform and deliver in a fast-paced environment
• Must be willing to travel at times to engage with customers face-to-face (20%-30%)

Our Benefits Overview :

• Company subsidized Medical, Dental, and Vision Insurance
• 401(k) Retirement Plans -Company Match Offered
• Life & Disability Insurance -Company Sponsored
• Paid Vacation, Sick Leave, & 11 Company Holidays
• Career & Leadership Development
• Tuition Reimbursement Program
• Veteran Programs
• Company Sponsored Groups