Customer Success manager at Quadient, Inc. in Milford, Connecticut

Posted in Management 21 days ago.

Job Description:

Customer Success manager


Quadient is the driving force behind the world's most meaningful customer experiences. We simplify the connections between people and what matters through four key solution areas: Customer Experience Management, Business Process Automation, Mail-Related Solutions, and Parcel Locker Solutions.

We're trusted by hundreds of thousands of customers around the world to help them create personalized interactions and make meaningful connections.

Quadient. Because Connections Matter.

Click HERE to learn more about Quadient.

General Summary

The Customer Success Manager, Business Process Automation, (BPA) role is focused on increasing customer engagement and usage of software platforms and reducing churn. It is key to Quadient's effort to grow market share within the Business Process Automation (BPA) space. This role will support the sales efforts and implementation efforts of the assigned Quadient sales channel(s), working in collaboration with the presales team and post sales team to help increase customer usage and therefore revenue.

Essential Duties/Responsibilities

  • Generate revenue from increased usage of the Impress platform, new features and pro services hours.

  • Resolve customer issues by engaging the proper resources and managing issues through resolution.

  • Reduce time to onboard customers to Impress platform.

  • Monitor customer usage and status via Power BI and other available client activity tools.

  • First line of contact for new Impress platform users to ensure consistent customer communication from sale through live implementation.

  • Documentation of all customer engagements.

  • Ensure timely and accurate communication between customer, professional services and sales channel.

  • Generate referrals through positive customer engagements.

  • Manage 30 - 40 active strategic engagements concurrently.

  • Plan & schedule travel with appropriate management approval.

  • Weekly reporting of activity using and/or Google Docs.

  • Maintain ongoing revenue forecasts and projections through

  • Provide account referrals for The Quad.

BPA Solutions - Product Portfolio

  • Impress Platform Packages (Empower, Evolve, Enhance, Expand)

  • BCC plug ins

  • YayPay

  • ConnectSuite Mail services products (E-Certify, E-Validate)

These are the EPIC values we live by:


  • We are adventurous, creative, and open-minded.

  • We embrace and drive change.

  • We act with knowledge, trust, and confidence to better serve our customers.


  • We are passionate in all that we do.

  • We make work fun and exciting by being part of a team that makes a difference.

  • We are determined to drive customer success.


  • We bring ideas to life.

  • We lead by example and constantly innovate.

  • We strive, regardless of level or title, to exhibit leadership in our personal and group activities.


  • We collaborate like crazy.

  • We think beyond our own teams - for customers, partners and community.

  • We care about our communities and the environment.

What We Offer You:

  • 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 Diversity Groups

Quadient does not accept unsolicited resumes from headhunters, recruitment agencies orfee basedrecruitment services.

The above statements are intended to describe the general nature and levels of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Quadient is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.