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Careers2021-01-13T14:00:47-08:00
3-TIME WINNER OF BEST PLACES TO WORK
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Customer Success Manager – Multi-Family
We offer an exciting, fast-paced work environment, and we currently have an opportunity for a Customer Success Manager – Enterprise, allowing you to make an immediate impact on our team and company.  We are looking for someone who is positive, supportive, self-starting, and is ready for that next big leap in their career. You are PASSIONATE about customer service, highly tech-savvy, and you LOVE detailed data related assignments. If you are looking for a company where everyone works together and “wears a few hats”, “rolls up their sleeves” to get the job done, this opportunity may be perfect for you. This individual will be responsible for the following:

  • Responsible for the initial introduction to a new property when a sale is completed
  • Will be main point of contact for a property team to ensure they are prepared for the installation of the locker system and ready to go live once installed
  • Responsible for the successful onboarding and ongoing relationship with each property for Parcel Pending
  • Supports other Customer Success Manager’s properties as needed
  • Proactively contact property management teams to ensure everything is functioning properly for all things Parcel Pending
  • Provide training to on-site teams if needed for anything related to the Parcel Pending systems
  • Respond promptly to on-site team’s issues/questions and resolve issues as needed
  • Record details and all actions taken within Salesforce
  • Communicate and coordinate with internal departments
  • Find ways to create efficiency for the Customer Success role and implement new processes
  • Responsible for the customer experience at each property from the property management team to each resident
  • Responsible for the handling of property contract renewals
  • Responsible for assisting the accounting department with outstanding collections for existing properties
  • Perform other duties as required to support the success of Parcel Pending

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Director of Customer Success – Multi-Family
We offer an exciting, fast-paced work environment, and we currently have an opportunity for a Senior Account Success Manager, allowing you to make an immediate impact on our team and company. This individual will be responsible for the following:

  • Develop and implement cross-functional initiatives that emphasize enhancing customer experience and optimizing post-sales operations.
  • Developing methodologies for measuring and tracking the success of the entire post-sales team.
  • Participating in strategic product conversations based on customer usage, requests, and feedback.
  • Own the responsibility of operational activities such as creating and running reports and developing dashboards.
  • Responsible for managing any situation that requires escalation above the Customer Success Manager’s and see each escalation through until the client is completely satisfied with the resolution.
  • Responsible for implementing/executing a revenue generating plan for the CSM team to cross sell for customer expansion.
  • Collaborate cross functionally with key internal department heads on customer growth opportunities, case studies, prospect references and new product roll out.
  • Must continually evaluate current processes to ensure the department is running efficiently and make recommendations as needed to improve processes.
  • Must work within a budget, while also having the ability to forecast YOY.
  • Must be a forward thinker, who is constantly strategizing on ways to improve the Parcel Pending product, service and experience.
  • Promote company culture and vision.

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Customer Success Manager – Business Development
Parcel Pending provides secure buy-online, pickup in locker (BOPIL) solutions for enterprise accounts. We offer an exciting, fast-paced work environment, and we currently have an opportunity for a Client Success Manager – Enterprise Accounts to make an immediate impact with our business development division. We are looking for someone who is pro-active, organized and demonstrates strong communication skills. This position will be responsible for developing impactful relationships within existing enterprise accounts, proactively solving customer concerns and insuring our solution is optimized and effective for our accounts. We are looking for someone who will “roll up their sleeves” to get the job done, collaborate effectively with team members and demonstrate a relentless commitment to our customers.

  • Partner with the Business Development Sales Team to provide proactive account management for existing clients
  • Support the on-boarding process for new clients; effectively training customers on our hardware and software solution
  • Maintain visibility of account performance through reporting and key metrics; escalating as needed
  • Support additional sales within existing accounts by exploring additional offerings including add-on solutions and expansion opportunities
  • Establish and maintain relationships within Enterprise clients
  • Proactively and expediently solve customer concerns
  • Identify usage trends, feedback and metrics that require additional visibility; insuring KPIs are continuously met
  • Maintain accurate detail, account status and related information in Salesforce

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Major Account Executive, Higher Education
The Major Account Executive is a solutions/consultative sales role where you will be solving your client’s business challenges by offering relevant and compelling software, hardware, software as a service (SAAS) subscription services and professional services.

  • Minimum two years proven experience selling to similar customer base (Major or National accounts)
  • Prior experience selling to the higher education market highly preferred
  • History of success selling multi location, solutions-based software, hardware and services
  • Bachelor’s degree or equivalent work experience
  • Effective communication and interpersonal skills (verbal, written, presentation) with internal and external customers, demonstrating exceptional service levels
  • Strong proficiency in MS Word, Excel, and CRM systems, preferably Salesforce
  • Strong contract database administration experience
  • Ability to work in a fast-paced environment, handle multiple activities and short turn-around times with competing priorities
  • Efficiently identify decision makers and effectively interact with C-Suite level and influencers of an organization

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Major Account Executive, Higher Education
The Major Account Executive is a solutions/consultative sales role where you will be solving your client’s business challenges by offering relevant and compelling software, hardware, software as a service (SAAS) subscription services and professional services.

  • Minimum two years proven experience selling to similar customer base (Major or National accounts)
  • Prior experience selling to the higher education market highly preferred
  • History of success selling multi location, solutions-based software, hardware and services
  • Bachelor’s degree or equivalent work experience
  • Effective communication and interpersonal skills (verbal, written, presentation) with internal and external customers, demonstrating exceptional service levels
  • Strong proficiency in MS Word, Excel, and CRM systems, preferably Salesforce
  • Strong contract database administration experience
  • Ability to work in a fast-paced environment, handle multiple activities and short turn-around times with competing priorities
  • Efficiently identify decision makers and effectively interact with C-Suite level and influencers of an organization

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Customer Relations Rep – Bi-lingual French/French Canadian
We offer an exciting, fast-paced work environment, and we currently have an opportunity for a French, or French Canadian speaking Remote Customer Relations Representative, allowing you to make an immediate impact on our team and company. This individual will be responsible for the following:

  • Responsible for solving problems regarding registration, missing packages, courier assistance, general information, billing questions, moving registration to new residences, and escalating technical issues to the development team
  • Demonstrating empathetic, compassionate behaviors and have an even temper and communicate genuine concern and determination to make things right for our customers and our staff
  • Must have integrity with regard to time management, productivity, and team interactions
  • Must be highly organized and immediately responsive to team communications and meet deadlines
  • Must be well spoken and adept at written communications and be able to de-escalate tense situations
  • Must be an effective public speaker and trainer and flex to multiple learning styles
  • Thorough follow-up and documentation of customer and team interactions in Salesforce
  • Responsible for following process protocols and suggesting improvements as they arise
  • Perform other duties as required to support the success of Parcel Pending

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Sales Solution Engineer
We offer an exciting, fast-paced work environment, and we currently have an opportunity for a Solution Sales Engineer, Business Development, allowing you to make an immediate impact on our team and company.  The Solution Sales Engineer, Business Development (BD) role is focused on supporting Parcel Pending’s effort to grow market share within multiple sectors of the retail space.  This role will support both pre-sales and post-sales technical solutions for Business Development verticals, by having a deep technical understanding of the Parcel Pending SW and HW Platforms, working in collaboration with the sales team, client success team and 3rd party suppliers to help deliver the strongest Parcel Pending Value Proposition to end clients and prospects.   The Solutions Engineer, (BD) will also play a key technical role in partner relationship management, channel development and market awareness actives including participation in trade shows.  This role also will work closely with the Parcel Pending Product teams to understand how to best meet the needs of our customers. This individual will be responsible for the following:

  • Support revenue growth by providing technical application, product solutions and competitive expertise to the sales organizations.
  • Product line expert providing technical sales support to Parcel Pending’s field sales organization.
  • Documentation of all solution requirements including both technical and business drivers in order to create a compelling value proposition to prospects.
  • Insure timely and accurate communication between customer, professional services and sales channel.
  • Work well with the Parcel Pending Product teams and gain a deep understanding of the Pack City Platform used with BD customers.
  • Provide product demos to help ensure a successful sales engagement.
  • Actively participate in account planning and strategy sessions working within a team-based environment to ensure the identification and advancement of sales opportunities.
  • Manage 30 – 40 active strategic engagements concurrently.
  • Drive BD solutions through a diagnostic sales approach, identifying customer needs to make effective solution recommendations.
  • Participate in post-sales hand-off and future feature enhancements to ensure a successful solution implementation.
  • Travel when necessary for a key customer meeting.
  • Weekly reporting of activity using Salesforce.com and/or Google Docs.
  • Support and lead ongoing internal education for BD solutions to increase technical awareness and competency with the field sales organization.

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SPECIAL CULTURE

Voted among the Top Workplaces in OC, Parcel Pending is the nation’s leading provider of innovative package management solutions for residential, commercial, retail, and university properties in the United States and Canada.

In 2019, Parcel Pending was acquired by Quadient (formerly Neopost), the global leader in parcel, mailing, customer experience, and business process automation solutions. With the strength of our combined power, reach, and offerings, Parcel Pending by Quadient provides state-of-the-art solutions and world-class customer service to solve the last-mile delivery challenge.

By joining our company, you will help make package delivery and management special for every property and every customer alongside some of the most passionate, collaborative, and quality-driven people in the industry.

BENEFITS

Because each and every member of our team is special, we offer our employees some equally special perks and benefits, including:

• Healthcare Coverage
• Paid Time Off/Time Away
• Company-Matched 401K
• Employee Assistance Plan
• Continuing Education
• Wellness Perks
• Dog-Friendly Office
• Monthly Employee Engagement Events

AWARDS AND RECOGNITION

JOIN OUR GROWING COMPANY
Parcel Pending takes a special approach to package management. We are a service-oriented company obsessed with the experiences our customers have and the effects our products have on their lives. We are dedicated to providing the highest quality products and services, but our passion is for delivering the best experience possible.
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