Enterprise Key Account Manager UK (Customer Success)

Company Description

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.

Job Description

Reporting to the Customer Success Director for Parcel Locker Solutions this role is responsible for: The tactical and strategic national account management of Quadient UK parcel locker solution key host relationships. Large hosts are generally considered businesses with 50 or more sites (locker locations) throughout the UK and partner with Quadient to locate smart lockers for public use.

The role of the Customer Success National Key Account manager will be working closely with Quadient internal teams to manage the lifecycle of large host accounts from implementation of the contract through adoption of the solution, the optimisation of the solution in terms of services and new ideas that leads to expansion of Quadient services within the account. Subject to a creation of advocacy within each large host account, the contract renewal would become part of the ongoing customer success process.

Your role in our future:

• The Customer Success Key account manager will work to build strong sustainable long-term relationships between the host of a locker and Quadient and become a bridge for solid communication ensuring a focus on the prevention of location churn, creating an environment for growth and contributing to revenue opportunity within the open network.
• Facilitate and agree a pipeline roadmap of existing and new locations to develop together with the Quadient site acquisition team and the host management teams, creating strategies for growth, and communicate forecasts back to Quadient deployment teams for planning supply chain and locker install forecasts.
• You will become an expert in your Strategic host business, including operational challenges, processes, and procedures so you can advise and lead PLS location expansion projects.
• Work with relevant Quadient PLS internal functions and host key resource to ensure all resource are focused on delivering host expansion projects proactively and on time.
• The NKAM will be a point of accountability for the host and proficient in appraising the account and providing detailed quarterly business review updates regarding expansion progress to the PLS senior leadership team and the host senior leadership team.
• Work closely with the Quadient Head of site acquisition, carrier account management and Data Analyst, to ensure the development of satisfactory reports and dashboards system for close monitoring of host success and management of retention risk.
• Manage the host location potential estate to ensure a fully maintained roadmap of new locations, supporting the site acquisition salesperson to rollout as many viable locations as possible. Work with hosts to expand the size of lockers at each location where utilisation rates mean capacity of the lockers are reach maximum levels.
• Work closely with the deployment team to forecast new location pipeline. Once the new location pipeline has entered the new locker location survey process and the survey report has been approved by Quadient, you will work closely with the host deployment team to ensure a fast turnaround of approvals from the host. The host approval process must be tracked closely.
• Working closely with your Site acquisition colleagues to ensure a smooth contract renewal following a great host experience during the lifecycle of customer success from implementation to expansion of the account

Key responsibilities

• Establishing and maintaining strong, long-term relationships with key host accounts, ensuring effective communication and collaboration.
• Managing the lifecycle of large host accounts, from contract implementation to solution adoption and optimization, leading to expansion of services.
• Working closely with internal teams to facilitate the development of a pipeline roadmap for existing and new locations, creating strategies for growth.