Customer Success Manager - Parcel Lockers

Quadient; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A tech-driven company in Greater London is seeking a Customer Success Manager for Parcel Lockers. This role involves guiding hosts, creating onboarding materials, and building strong relationships with users. The ideal candidate should possess customer lifecycle management skills, a passion for customer service, and proficiency in data analysis tools like Power BI. If you're eager to work in a collaborative environment where your skills can make a significant impact, this opportunity is for you.

Qualifications

• Understanding of customer lifecycle management and retention strategies.
• Ability to learn smart lockers and software quickly.
• Proficient in using CRM and survey tools.

Responsibilities

• Guide hosts through Quadient processes and benefits.
• Create onboarding materials and automated processes.
• Build strong lifecycle relationships with each host.

Skills

Customer lifecycle management

Presentation skills

CRM tools (Salesforce, Salesloft)

Data analysis skills

Strong communication skills

Project management skills

Tools

Power BI

MS PowerPoint

Job description

Customer Success Manager - Parcel Lockers

At 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.

Your role in our future

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.

Your profile

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)
• Project management: Knowledge of managing onboarding, implementation and succession plans

Knowledge gaps can be filled. Even if you don’t satisfy every single requirement or meet every qualification listed, we still want to hear from you.