Customer Success Associate London, England
Job description
Quadient delivers exceptional experiences with passion. We continually strive to innovate and reimage something new. That inspires and motivates people to exceed expectations. Our business success is underpinned by the trust that our clients invest in our products, and in our commitment to delivering the very best solutions. This trust is earned by great people, doing a great job. We call it: The Power Of You.
About the Role
Reporting to the VP of Client Operations for Parcel Locker Solutions this role is responsible for:
Quadient PLS Division have an essential new opportunity for a Customer Success Advisor, in an exciting, fast-paced work environment, allowing you to make an immediate impact on our team and company. Reporting to the customer success manager, we are looking for someone who is positive, supportive, and self-starting. You are passionate about great customer service, tech-savvy, and you enjoy detailed data related assignments. If you are looking for a company where everyone works together and "wears a few hats", "rolls up their sleeves" to get the job done, this opportunity may be perfect for you.
Once a parcel locker sale is complete, the Customer Success team, coordinate with the Business Development Manager, Quadient Onboarding team and the Quadient installation team to support with Customer interaction and an efficient well communicated installation of the Parcel Locker Solution. You will be a point of contact for a property management team to ensure they are prepared for the installation of the locker system, have communicated with all residents and ready to go live once installed. The role is a hybrid of home and office working with occasional site visit to customers.
Growing year on year, Carrier usage volume and therefore revenue, within the Parcel Locker Open Network.
Parcel Lockers are Quadient’s key focus line of business for UK, Ireland and DACHIT region. Retention and expansion of Strategic Clients are essential to achieving the yearly growth required.
Working with the Customer Success Manager you will be handling the:
On-boarding, training,
Support
Product demonstration for new and existing accounts.
Voice of the Customer - identifying and quantifying the key factors for Customer success and then communicating them effectively to drive the solutions and ensure customers recognise the value for money invested during their lifecycle with Quadient.
Escalate any issue or risk that could reduce customer satisfaction and lead to a negative revenue impact.
Organisation - Engage with several accounts simultaneously and demonstrate strong time management.
Monitor – Usage of parcel locker solutions and through training, coaching and relationship management, help drive up parcel locker usage
Relationship Management – Develop strong relationships with customers to keep them fully engaged and supported throughout their relationship with us, liaising with both technical and business-focused audiences.
About YOU
Experience selling technology into the B2B, but not essential. Relationship Management
Demonstrate the ability to learn quickly and relay information accurately to Clients
Knowledge of presentation skills and associated technologies such as PowerPoint, CRM (Siebel, Salesforce etc), MS Suite etc
Excellent analytic and organisational skills
Strong communication skills
Time management capability
Extensive demonstrable experience of ability to achieve set targets including Client revenue growth
An inclusive team player that encourages the support and interaction of all departments in the delivery of service level agreements
Our values define how we work as a team: Empowerment, Passion, Inspiration and Community. They make us EPIC. Together.
About Quadient
At Quadient, we exist to help organizations simplify the connection between their customers and what matters most. From mortgage approvals, medical results, and insurance claims, to accounts receivables, invoices and inbound packages.
Every day - we help companies manage over 788 million connections with their customers. Our award-winning solutions and best in class customer service are the reasons we have grown to become the driving force behind the world’s most meaningful customer experiences.
