Job Information
Japs-Olson Company, LLC Customer Success Team Lead in ST LOUIS PARK, Minnesota
Salary Range $74,000.00 - $98,000.00 Salary
Job Shift Day
Description
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 CSR Team Lead is a seasoned, high-impact contributor that is an essential role within our customer success team, responsible for managing a dedicated portfolio of client accounts, as well as mentoring a team of Customer Success Representatives (CSRs). This position focuses on the day-to-day CSR responsibilities as well as ensuring that every team member receives prompt, friendly, and knowledgeable mentoring from day one. The Team Lead plays a critical role in guiding their team and clients through the onboarding process, addressing routine inquiries, and monitoring customer health to ensure satisfaction. Working closely with senior team members, the Team Lead 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:
Team Lead Responsibilities:
Team Leadership & Mentorship
Provide day- to-day coaching, guidance, and mentorship to junior members of the Customer Success team, modeling best-in-class service and client engagement.
Lead training initiatives to elevate team knowledge in processes, systems, and client communication.
Manage escalations professionally and promptly, ensuring resolution and continuous learning.
Process Improvement & Advocacy
Identify gaps or inefficiencies in customer success processes and lead the execution of improvements to streamline workflows and enhance service delivery.
Act as the voice of the CS team in cross-functional forums, advocating for team needs, tools, and resources across departments.
Operational Oversight & Staffing
Ensure proper staffing levels and designate account back-ups to eliminate single points of failure and maintain seamless client coverage.
Support the onboarding and development of new team members to ensure consistent service levels and account continuity.
KPI Reporting & Dashboard Management
Manage reporting and dashboard tools to monitor performance against established customer service KPIs (e.g., response time, issue resolution, client satisfaction).
Share key metrics with leadership and use insights to inform team coaching, resource allocation, and process adjustments.
Customer Success Representative 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 matter 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.
5-7+ years of proven experience in customer success/service, account management (or similar role), preferably with exposure to complex or high-value client environments.
Exceptional communication, negotiation, and relationship management skills.
Strong problem-solving abilities, with a keen understanding of business dynamics and customer needs.
Proficiency in CRM systems and data analytics, with strong attention to detail.
Ability to leverage customer data and feedback to make informed, data-driven decisions that drive both customer and company success.
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.
JO is an equal employment opportunity employer. All employees and applicants will receive consideration for employment regardless of their race, color, creed, religion, national origin, sex, sexual orientation, disability, age, marital status, or status with regard to public assistance.
The pay range listed reflects typical compensation based on market data, generally between the 25th and 75th percentile for similar roles. Where you land within that range depends on your experience, skills, and qualifications. Our recruiters will keep you in the loop throughout the process, so you know where you stand. We’re committed to fair and open conversations every step of the way.