Sr. VCS Customer Success Specialist

Vista Taguig, National Capital Region, Philippines

Location : Manila (Hybrid)

Vistaprint is a dynamic organization with an entrepreneurial culture. The Vista Corporate Solutions (VCS) line serves the Commercial Mid-market and Small Reseller segments, offering ProShop and ProAdvantage solutions. The Customer Success Account Manager is responsible for retaining and developing high-potential accounts within this portfolio under the direction of the Head of Sales & Partnerships – VCS ANZS, driving retention and growth of partnerships transitioned from the Account Implementation or Account Executive teams.

• Operate as the lead point of contact for all partner matters.
• Onboard partners and transition them from newly launched status.
• Proactively research client companies to stay updated on rebranding, organizational changes, print needs, seasonality, etc.
• Build and maintain strong, long-lasting partner relationships.
• Ensure timely and successful delivery of solutions aligning with partner needs and objectives.
• Communicate progress of monthly/quarterly initiatives to internal and external stakeholders.
• Forecast and track account metrics; review sales reports to determine account management strategy within your portfolio.
• Handle escalations and difficult conversations independently, leveraging the Customer Care team and management when needed.
• Document sales opportunities with partners in Salesforce to inform future conversations.
• Leverage cross-functional teams to support growth opportunities.
• Lead key projects as outlined by Director, S&M.

• 3-5 years of Account Management experience or equivalent (e.g., high-performing Customer Service Associate with high AOV, retention/satisfaction).
• Experience with Salesforce or other CRM tools.
• Bachelor’s degree or equivalent preferred.
• Experience in a target-driven environment.
• Experience in a fast-paced eCommerce environment (desirable).
• Experience in a print business (desirable).
• Customer-facing experience (sales, retail).

• Strong project management skills with ability to manage multiple projects with attention to detail.
• Strong problem-solving abilities.
• Commercial acumen with ability to deliver profitable partnerships while delivering customer value.
• Understanding of graphic design, pre-press, print & manufacturing processes.
• Excellent verbal and written communication over phone and email.

• Fast-learning and flexible in a start-up environment.
• Desire to succeed in a high-velocity sales environment with ambiguity.
• Self-starter with a positive, solution-oriented mindset.
• Highly organized and process-oriented.
• Passionate about delivering the best customer experience.
• Collaborative, creative thinker with a framework for out-of-the-box solutions.
• Open to feedback and able to shift focus as needed.
• Professional, dedicated, and deadline-driven.
• Aligned with Vista behaviours: Obsess over customers & creators; Act like an owner; Be bold; Be data-driven; Constructively debate; Deliver results; Find and grow great people; Relentlessly learn and improve.

• Adhere to all OHS policies and procedures.
• Take reasonable care of themselves and others who may be affected by their actions.
• Report all hazards, accidents and incidents immediately to respective Managers.

Vistaprint operates a Remote-First model, providing freedom, autonomy and trust to work from home when productive, with collaboration spaces available when in-person work delivers the best results.

This Position Description may be subject to change as the needs of the business change.

• Mid-Senior level

• Full-time

• Other

• Technology, Information and Internet, Advertising Services, and Industrial Machinery Manufacturing

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