Customer Success Representative

Customer Success Representative

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

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.

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.

• 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…