Customer Success Manager

Description:

Reporting to the Director of Customer Success for Parcel Locker Solutions this role is responsible for: Quadient Lockers UK Ltd have an essential new opportunity for a Customer Success Manager, in an exciting, fast-paced work environment, allowing you to make an immediate impact on our team and company. Reporting to the customer success Director, 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.

The purpose of Customer Success Management is to proactively guide locker hosts toward achieving their desired outcomes with our products or services, ensuring long-term satisfaction, loyalty, and mutual growth. By building trusted relationships, driving product adoption, and delivering measurable value, Customer Success acts as a strategic partner that maximises customer lifetime value while enhancing retention rates and reducing churn. Parcel Lockers are a key focus line of business for Quadient globally. Retention and expansion of Strategic hosts and clients are essential to achieving the yearly growth required.

Your role in our future
 

• Guide new and existing hosts through Quadient processes and continual benefits of hosting a locker.
• Create onboarding materials and automated processes (Videos, guides and FAQs).
• Product demos and training sessions where required.
• Act as a primary point of contact for locker hosts.
• Build strong, long term lifecycle relationships with each host. Develop loyalty.
• Understand host goals and align them to Quadient Locker goals.
• Respond to inbound enquiries, providing support for cases raised by Quadient contact Centre (CIC).
• Escalate technical issues to relevant technical support functions.
• Ensure timely resolution, communicate updates clearly to the host and internal functions.
• Drive Host contract renewals by promoting return on investment.
• Identify cross sell and joint marketing opportunities.
• Collaborate with Site acquisition team for expansion strategy and opportunity.
• Monitor Host locker performance, evaluating data (usage, adoption, growth).
• Identify risks of churn and take early preventative action.
   

Qualifications

Your profile
 

• Understanding of customer lifecycle management, retention strategies and value realisation.
• Product knowledge: Ability to learn and apply a deep knowledge of smart lockers and software that runs smart lockers.
• Presentation skills and associated technologies such as MS PowerPoint
• CRM and CS Tools: Ability to use CRM (Salesforce and Salesloft), survey tools etc
• Data analysis analytics and organisational skills, using BI tools such as Power BI
• Strong communication skills (written and verbal)
• Time management skills
• Project management: Knowledge of managing onboarding, implementation and succession plans