Sr. VCS Customer Success Specialist

Overview

Job Title: Customer Success Account Manager

Department: ANZS VCS

Reports to: Head of Sales & Partnerships – VCS ANZS

Vistaprint

As an e-commerce powerhouse, Vistaprint is a dynamic organization that maintains an exciting, entrepreneurial culture. With founder Robert Keane's return as CEO, we've renewed our focus on empowering and helping small and medium-sized businesses. To do this, we create customer value (and delight) through accessible, cutting-edge technology. We thrive on providing opportunities for exploration, collaboration, innovation and growth – for both our customers and our team.

Vista Corporate Solutions (VCS)

VCS is a line of business under Vista serving the commercial mid-market segment (companies with over 20 employees) and the small reseller segment, with a suite of solutions including ProShop and ProAdvantage.

• ProShop helps companies overcome the logistical challenges of creating and ordering custom print and promotional items across several teams while ensuring brand consistency. Our long-term aspiration is to help larger businesses portray and grow a consistent brand image via design and brand-management capabilities, on print and online.
• ProAdvantage allows small resellers to focus on what they love most: creating, and what matters the most to them: their business; while we take care of order fulfillment for them.

Job Purpose

The Customer Success Account Manager at Vistaprint Corporate is responsible for retaining and developing the high potential Commercial-Mid Market, Enterprise, and Strategic Accounts. Under the direction of the Head of Sales & Partnerships, you will drive the continued retention and growth of our partnerships being passed on from either the Account Implementation team or the Account Executive team.

Key Job Functions

• Operate as the lead point of contact for any and all matters specific to your partners.
• Onboard partners, transitioning from a newly launched status.
• Proactively research client's company to stay up to date on any rebranding, organization changes, overall print needs, seasonality, etc.
• Build and maintain strong, long-lasting partner relationships.
• Ensure the timely and successful delivery of our solutions according to partner needs and objectives.
• Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders.
• Forecast and track account metrics, reviewing sales reports to determine account management strategy within your portfolio of accounts.
• Effectively handling escalations and difficult conversations independently, leveraging Customer Care team and management if/when necessary to resolve issues.
• Document sales opportunities with partners in Salesforce to leverage conversations in future calls.
• Leverage cross functional teams to assist with growth opportunities.
• Key projects as outlined by Director, S&M.

Experience / Training

• 3-5 years of Account Management experience – or the equivalent (e.g. high performing Customer Service Associate with high average order value, customer retention/satisfaction)
• Experience with or knowledge of Salesforce – or any related CRM tool
• Bachelor's degree or equivalent is preferred.
• Experience working in an environment with strong commercial targets.
• Experience working in a fast-paced eCommerce environment (desirable).
• Experience working within a print business (desirable)
• Customer facing experience (sales, retail)

Technical Skills

• Proven strong project management skills with the ability to manage multiple simultaneous projects with meticulous attention to detail.
• Strong problem-solving skills.
• Strong commercial acumen, with an understanding of how to deliver profitable partnerships whilst delivering the best outcome for our customers.
• Understanding of graphic design, pre-press, print & manufacturing processes.
• Excellent verbal and written communication skills, specifically over phone and email

Key Attributes

• Fast-learning and flexible within an ever-evolving start-up environment
• Desire to succeed in a high velocity sales environment with willingness to handle ambiguity.
• A self-starter mindset, with a positive 'can do' attitude, drive and eagerness to bring creative solutions to our partners.
• Highly organised and process orientated.
• Passionate about delivering the best customer experience.
• Enthusiastic about collaborating, brainstorming, and thinking creatively for 'out-of-the-box' solutions (within a Framework).
• Open to feedback from multiple perspectives and can shift focus when needed.
• Positive and invigorated by working in a fast-paced environment and to deadlines.
• High level of professionalism and dedication.
• Aligned with our Vista behaviours:
  • Obssess over our customer & creators
  • Act like and owner
  • Be bold
  • Be data—driven
  • Constructively debate as trusting colleagues
  • Deliver amazing results together
  • Find, grow & support great people and finally
  • Relentlessly learn and improve

OHS Responsibilities

• 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.

Ensure that personal protective clothing and equipment is worn and used to perform the job safely.

Remote First-Culture

In 2020, Vistaprint adopted a Remote-First operating model and culture. We heard from our team members that having the freedom, autonomy and trust in each other to work from home and, the ability to operate when they are most productive, empowers everyone to be their best and most brilliant self. Vistaprint also provides collaboration spaces for team members to work physically together when it\'s safe to do so or believe in office working will deliver the best results.

Other Comments

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

Job Segment: Graphic Design, Fulfillment, CRM, Project Manager, Customer Service, Creative, Operations, Technology

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