Bilingual Customer Success Manager

Quadient; Vancouver; Hybrid; CAD 60,000 - 70,000; Full time

Job summary

An established industry player is seeking a Bilingual Customer Success Manager to enhance customer satisfaction and drive product adoption. In this role, you will build strong relationships with clients, ensuring their successful use of innovative solutions while identifying growth opportunities. You will collaborate with cross-functional teams to resolve issues and improve customer experiences. This dynamic position offers a chance to make a real impact in a supportive and inclusive environment, where your contributions will be valued. If you are passionate about customer success and thrive in a collaborative setting, this opportunity is perfect for you.

Benefits

Flexible Work

Endless Learning

Inclusive Community

Comprehensive Rewards

Caring for Wellbeing

Qualifications

• 1-2 years of customer success and account management experience required.
• Strong communication skills in English and French are mandatory.

Responsibilities

• Lead renewal discussions to secure long-term customer commitments.
• Build and maintain value-rich relationships with customers.
• Drive product adoption and manage expansion of products/services.

Skills

Customer Success Management

Account Management

Communication Skills

Organizational Skills

Critical Thinking

Interpersonal Skills

Bilingual (English and French)

Education

Bachelor's degree in technology, business administration or finance

Tools

Salesforce

Freshdesk

Accounting Software (e.g., Sage Intacct, Netsuite, Quickbooks)

Job description

Full time Bilingual Customer Success Manager Vancouver - Canada Apply

Connect with Quadient
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.

We are looking for a Bilingual 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 Payable by Beanworks offers. Your primary mission is to drive customer value by ensuring successful adoption of our solutions, leading to high retention and expansion opportunities. You will build strong relationships, proactively address customer needs, and identify upsell opportunities to maximize account growth. Your goal is to enhance customer satisfaction, drive product adoption, and secure long-term renewals.

Responsibilities:

1. Lead renewal discussions to secure long-term customer commitments.
2. Build and maintain value-rich relationships with customers.
3. Ensure fast time-to-value for new customers and drive product adoption.
4. Work cross-functionally with support and engineers to resolve customer issues.
5. Manage expansion of products/services in customer base.
6. Drive internal continuous improvement projects.
7. Identify upsell and expansion opportunities to drive account growth.
8. Monitor customer health and usage metrics to identify risks and opportunities.
9. Serve as a trusted advisor, providing strategic guidance to help customers achieve their goals.

Your Profile:

1. Bachelor's degree ideally in technology, business administration or finance.
2. 1-2 years of customer success, account management and implementations experience.
3. Experience working for a SaaS company or a start-up would be considered an asset.
4. Basic knowledge of accounting.
5. You have a passion for working with customers.
6. You have strong organizational and planning skills.
7. You possess exceptional written and verbal communication skills and outstanding phone presence with the ability to remain calm under pressure. English and French is mandatory, other languages will be considered an asset.
8. You apply your strong interpersonal skills and ability to establish rapport with both customers and colleagues while maintaining integrity and honesty.
9. Apply effective listening skills to understand needs beyond the question of the customer.
10. Critical thinking and ability to resolve complex situations are key to success in this role.
11. 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.

Bonus Points If:

1. You have used an accounting software, such as Sage Intacct, Netsuite, Quickbooks, etc.
2. Knowledge of the software development cycle and basic computer troubleshooting.
3. Experience with support software (Freshdesk) and CRM (Salesforce).

This position has a salary range of $60,000 - $70,000 CAD.

Rewards & Benefits

1. Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.
2. Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.
3. Inclusive Community: Join diverse communities and engage in our Philanthropy program.
4. Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.
5. Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.

Be yourself at Quadient. Our 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 [e-mail].

Quadient 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.