Customer Success Representative

Customer Success Representative

Salary Range $60,000.00 - $75,000.00 Salary Job Shift Day

About the Company:

At Japs-Olson (JO), we believe a career should be more than a job, it should be an opportunity to create a lasting impression. As a trusted leader in direct mail and commercial printing for over a century, JO is proud to be an employer of choice in the Twin Cities, empowering our team to solve problems creatively within a culture of collaboration and growth.

Whether you're a recent graduate eager to launch your career, seeking meaningful work that aligns with your values, or a seasoned professional ready to share your expertise, JO is a place where your contributions can make a difference. We offer competitive benefits, career advancement opportunities, and a commitment to work-life balance, all within a supportive environment where everyone is empowered to grow and succeed.

Join JO, where progress is celebrated, people are uplifted, and your ideas can make a difference every day.

Position Summary:

The Customer Success Representative is an essential role within our customer success team, responsible for managing a dedicated portfolio of client accounts. This position focuses on ensuring that every client receives prompt, friendly, and knowledgeable service from day one. The CSR plays a critical role in guiding new clients through the onboarding process, addressing routine inquiries, and monitoring customer health to ensure satisfaction. Working closely with team members, the CSR escalates complex issues when necessary and contributes to a seamless customer experience that builds the foundation for long-term retention and growth.

Primary Job Responsibilities:

• Customer Communication & Satisfaction
  • Deliver service excellence by maintaining proactive, documented communication with customers regarding project status, issues, and future opportunities.
  • Respond to client inquiries with accuracy and urgency, acting as the primary point of contact for all day-to-day program questions.
  • Own the voice of the customer internally by communicating expectations, milestones, and requested ship/mail dates to planning and scheduling teams.
  • Attend and participate in client quarterly and annual business reviews and other data driven conversations about the state of their orders and business within Japs-Olson.
  • Create visibility around concerns and challenge the internal team and hold them accountable to ensure the customers' needs are met.
  • Record customer communication and maintain accurate data in the system regarding customer tickets and requirements.
  • Share all pertinent information with relevant departments about production delays, process changes, customer information, etc.
  • Keep Customer Success Team Leadership informed of any significant issues.
• Client Onboarding & Relationship Management
  • Act as the primary point of contact for a designated portfolio of client accounts, responding to post-sale inquiries promptly, courteously, and efficiently to maintain high levels of customer satisfaction.
  • Participate with Commercial Team for smooth customer and project on-boarding for new project success.
  • Lead the onboarding of new clients and programs once awarded, ensuring a seamless transition from sales to execution.
  • Serve as the strategic relationship manager for assigned clients, fostering long-term partnerships through proactive outreach, solution-oriented support, and regular engagement.
  • Provide regular follow-ups and status updates to clients, ensuring that any concerns are addressed in a timely manner and that clients feel supported throughout their journey.
• Order Management & Process Coordination
  • Own and execute order entry processes, including MSO and mail ticket creation, change order tracking, and order acknowledgment confirmations.
  • Ensure all project parameters are accurate for entering the Master Sales Order in the ERP system.
  • Make sure that all changes to initial orders are properly documented and captured for billing and revenue reconciliation.
  • Collaborate with internal planning teams to align client expectations with operational capabilities and ensure delivery commitments are met.
  • Communicate sample and order updates with the customer through order acknowledgements and open order reports.
  • Work with the sample coordinators to ensure samples are accurate and shipped in a timely manner to gain customer approvals.
• Campaign Optimization & Upselling
  • Consult with clients on ways to improve campaign performance through format enhancements, data strategy, and USPS promotions.
  • Upsell awarded business by educating clients on JO's value-added services, such as finishing options, embellishments, and postage optimization.
  • Recommend process and format improvements that lead to better ROI and customer outcomes.
  • Monitor account activity for opportunities and prevention of churn.
• Performance Insight & Client Reporting
  • Track and share post-mail program performance insights to inform future campaign decisions and increase customer satisfaction.
  • Support preparation and participation in client business reviews by providing relevant insights, performance data, and improvement opportunities.
  • Maintain accurate and up-to-date customer records in CRM, including contacts, communication history, KPIs, preferences, formats, and competitive insights. Use customer data to support strategic account planning and retention strategies.
• Customer Success Team Collaboration
  • Maintain a high level of organization addressing and resolving all issues as quickly as possible and allowing others to find information as needed, if a given Customer Success Representative is unavailable at that time.
  • Develop constructive and cooperative working relationships with colleagues throughout Japs-Olson and maintains them over time.
  • Provide mentoring, support, and direction to colleagues, being available for training, back-up, and project collaboration.
• Additional Responsibilities
  • Deliver on established KPI's and goals as set by the Customer Success Leadership.
  • Travel as needed to meet customers and attain a better understanding of their business needs.
  • Maintains a solid understanding of Japs-Olson's services and competitive landscape.
  • Work continually to improve methods/processes of operations, systems, and general performance at Japs-Olson. Relays to appropriate staff and/or implements cost reduction plans.
  • Additional work duties as assigned.

Qualifications:

• A bachelor's degree in business, communications, marketing, or a related field or equivalent work experience in an applicable function is required.
• 3-5+ years of customer-facing experience with a demonstrated commitment to excellent service.
• A proactive and collaborative mindset with a desire to grow within the customer success discipline.
• Strong interpersonal, communication, and organizational skills.
• Solid understanding of business dynamics and customer needs.
• Basic proficiency with CRM systems and an aptitude for learning new tools and processes.
• Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems and communicate them effectively to the customer.
• Acts flexibly to conform to shifting priorities, demands, and timelines.
• Team player and the ability to work collaboratively with others from all areas of Japs-Olson.
• Exceptional project management and leadership skills.
• Highly motivated, competitive, and entrepreneurial individual with a desire to tackle challenging opportunities.
• The ability to effectively and persuasively present complex information in a simple way to executive level audiences.
• Passion and integrity with the drive to excel and deliver exceptional results.