Customer Success Manager

Connect with QuadientAt Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes. Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other. It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels .People-poweredQuadient helps people connect with what matters, thanks to solutions that enable our customers to create meaningful and personalized interactions. Want to commit your talent to an organization that truly values your contribution? Looking for a place where you can be a game changer, innovate, and unleash your true potential? We call it: The Power Of You.Your role in our future:Quadient Accounts Receivable is on a mission to empower accounting teams to succeed. We are revolutionizing the world of accounting software by disrupting traditional solutions with elegant, cloud-based Accounts Receivable Automation software. We want you to join the growing team; come and be a part of our EPIC family!We are looking for a Customer Success Manager to work with our loyal customers. One of the significant ways we differentiate ourselves from our competitors is by providing an amazing customer experience. You are the expert of the solutions Quadient Accounts Receivable offers. Your primary mission is to support the success of customers on all modules they have signed up for, while assisting the customers for all product and workflow related needs.As a CSM, you will leverage your technical expertise of ERP's and the product to serve any external or internal stakeholders. You will develop and maintain strong relationships with customers to ensure that their business needs are met and exceeded. You will oversee implementations, resolve customer issues, engage customers to accelerate product adoption and manage expansion. You will monitor customer health, design and implement strategies for customer and product success.Your profile:• Own the strategic relationship with our customer, from the Implementation Kickoff through their lifetime with Quadient• Oversee the implementation process led by our Professional Services and Implementation teams, assisting where needed for escalation• Assist customers in implementing new processes with AR Automation• Build and maintain value-rich relationships with customers• Ensure fast time-to-value for new customers and drive product adoption• Work cross-functionally with support and engineers to resolve customer issues• Manage creation of expansion opportunities products/services in customer base• Manage customer churn and renewals• Drive internal continuous improvement projects• Bachelor's degree ideally in technology, business administration or finance• 5 years of customer success, account management and implementations experience• Experience working for a SaaS company or a start-up would be considered an asset• Basic knowledge of accounting• You have passion for working with customers• You have strong organizational and planning skills• You possess exceptional written and verbal communication skills and outstanding phone presence with the ability to remain calm under pressure. English is mandatory, other languages will be considered an asset• You apply your 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• You are not a developer but you are able to discuss and give your input on technical issues, the same way you are able to explain technical issues to non-technical people• Good to have but not a requirement: You can speak French• Good to have but not a requirement used an accounting software, such as Sage Intacct, Netsuite, Quickbooks, etc.• Knowledge of the software development cycle and basic computer troubleshooting• Good to have but not a requirement: Experience with support software and CRM (Salesforce)• Good to have but not a requirement: Have a CPA designationThis position has a salary range of:$56,000.00 - $84,000.00Quadient, Inc. has standard ranges for all U.S. - based roles, based on function, level, and scope, which are benchmarked against companies of similar size and growth-stage. To provide greater transparency to candidates, we share these targets on all job postings. Final salary offers are determined by multiple factors, which may include (but are not limited to) geographic location and candidate experience and expertise. As such, they may vary from the ranges listed.Rewards & BenefitsFlexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.Inclusive Community: Join diverse communities and engage in our Philanthropy program.Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.Be yourself at QuadientOur values define how we work as a team: Empowerment, Passion, Inspiration and Community. They inspire us to be EPIC. Together. What makes Quadient different is how different we are. We’re a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture that embraces differences and values every voice.We will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at careers@quadient.comQuadient is an Equal Employment Opportunity Employer*: We believe that diversity brings benefits to our customers, our business, and our people so we are committed to being an inclusive employer. We encourage applications from all suitable applicants, regardless of background. We firmly believe in zero discrimination in employment on any basis, including gender, race, ethnicity, religion or belief, national origin, age, disability, marital status, sexual orientation, gender identity, citizenship status, veteran status, and any other protected characteristics.• This includes being an Affirmative Action Employer in the United States.People. Connected.