CPI Card Group

Customer Success Manager

• Manage and improve the client experience by ensuring that all client needs are understood and satisfied.
• Build meaningful relationships with clients.
• Deliver timely and effective communication and promptly respond to and resolve any unforeseen issues.
• Collaborate with dedicated cross-functional experts to lead investigation into issues and provide quick and effective resolutions.
• Analyze client data; provide program solutions efficiently and accurately.
• Coordinate with internal departments to ensure all customer needs are met in a timely manner.
• Conduct thorough needs analysis for assigned conversions or projects.
• Understand and manage client expectations and service needs by building and maintaining positive relationships.
• Ensure the timely and accurate delivery of client communications; document activity in internal CRM.
• Identify trends and develop customer specific solutions in collaboration with cross-functional expertise.
• Exceed client expectations by introducing and implementing new and developing solutions and service enhancements.
• Maintain daily/weekly/monthly Key Performance Indicators (KPIs) for clients.

Client Success Specialist

Account Manager

• Collaborate cross-functionally with Sales, Sales Operations, Marketing, Product Development, and Client Operations to align partnership initiatives with overall company objectives.
• Own and grow strategic partner relationships by engaging executive stakeholders to understand business needs, address challenges, and deliver value-driven solutions in line with their goals.
• Lead strategic account activities, including quarterly business reviews, site visits, and recurring account management calls covering forecast, material, and project management.
• Prepare and deliver client-facing reporting on performance trends, activity, risks, and improvement recommendations.
• Identify and drive upsell, cross-sell, renewal, and expansion opportunities to protect and grow existing revenue streams.
• Maintain in-depth knowledge of CPI products, solutions, and industry trends; actively promote new offerings and lead partner enablement initiatives across sales, marketing, and operations.
• Develop and execute partner training strategies to support sales effectiveness, operational readiness, and go-to-market success.
• Define, track, and report on KPIs and partnership performance metrics, providing actionable insights to senior leadership.
• Standardize where possible.
• Serve as the final escalation point for operational issues, ensuring timely resolution, root-cause analysis, and clear communication with internal and external stakeholders.
• Capture and communicate Voice of the Customer insights to inform product development, technology roadmaps, and process improvements.

Channel Relationship Manager

Business Development Rep

• Under general supervision, solicit business from targeted market segments by regularly calling on all customers/prospects to develop and maintain strong working relationships with key decision-makers.
• The associate must remain flexible and proactive in dealing with changing priorities.
• The associate will gather data, analyze programs, problems and products, and utilize counselor selling and negotiation skills in building value-added relationships.
• The associate will remain knowledgeable about our programs, products, market conditions, and competitors, and keep management informed of trends and customer expectations to assist in new product/program development.
• Major challenges include developing a thorough understanding of our capabilities; keeping current on changes in the marketplace and with our competition; learning competitors' sales strategies and thwarting their efforts in order to maintain/grow our business; effectively defining, evaluating, and communicating issues externally and internally; and establishing priorities and managing time.
• The associate must be effective in differentiating our products and services in a market that many perceive as a commodity business.
• Performance is measured by increased dollar sales, account profitability, current and accurate customer information, ability to develop contacts and relationships, and the further enhancement of CPI's image and market position.
• Maximize sales growth and profitability.
• Utilize a 'solutions-based' selling approach to build and maintain relationships at all levels within our account base.
• The quality and depth of these relationships will differentiate CPI from our competition.
• Plan, execute, and monitor territorial coverage to optimize our effectiveness and return on selling expenses.
• Work with product managers, marketing, customer service, technical support, and operations to develop a strategic plan for the geographic area by account.
• Contribute to the company's financial goals through accurate budgeting, forecasting, expense control, and selling and negotiating higher price points.
• Systematically gather data from the marketplace regarding competitive strategies and customer needs and communicate/translate information into new product/market opportunities.
• Must be a team player working with all personnel and resources in maintaining and growing a customer-focused organization.

Business Development Manager

Account Executive

• Develop a thorough understanding of our operations from new client implementation, customer service, graphics, procurement, daily production, key metrics, accounting, billing, IT development, and support.
• Under general supervision, solicit business from customers/prospects by calling/cold calling regularly to maintain and develop strong buying relationships with key decision makers.
• The associate must remain flexible and proactive in dealing with changing priorities.
• The associate will gather data, analyze programs, problems, and products, and utilize consultative selling and negotiation skills in building value-added relationships both internally and externally.
• The associate will remain knowledgeable about our programs, products, market conditions, and competitors and keep management informed of trends and customer expectations to assist in new product/program development.
• Make effective presentations and host new product/service webinars.
• Limited travel may be required to attend and participate in trade shows.
• Performance is measured by increased dollar sales, current and accurate customer information, ability to develop contacts and relationships, and the further enhancement of CPI’s image and market position.

Inside Sales Representative

Manager

• Drive development of scorecards annually; collaborate across the organization to establish performance measures for strategic initiatives and overall business performance
• Own process for ensuring scorecards are updated accurately and on time monthly while delivering strong business insights
• Understands and mines data from systems to support metric delivery. Monitors efficacy of metrics for measuring performance and makes recommendations on changes as needed to senior leadership
• Surfaces gaps in performance vs strategic metrics; works with teams to identify root causes and solutions
• Estimates and forecasts market size; estimates market shares
• Develops financial models in support of strategic initiatives as needed
• Participates in strategy development and creation of business plans for new initiatives
• Conducts competitive and market research as needed
• Any other task assigned to support company strategy development and execution assigned

Strategy and Business Performance Manager

Technical Project Manager

• Lead enterprise-wide projects or programs with high visibility and impact.
• Partner with functional leaders and executive stakeholders to define scope, objectives, and success metrics.
• Proactively anticipate and mitigate risks and dependencies to protect delivery commitments and business outcomes.
• Act as a change agent by tailoring communications to influence stakeholders across functional areas.
• Serve as a Jira and Confluence super user, configuring workflows, dashboards, and reporting to support project tracking and team collaboration.
• Provide guidance to junior project managers or business partners on project management and delivery best practices.
• Drive process improvement and project portfolio reporting for IT leadership.
• Monitor project performance and iterate based on data and stakeholder feedback.
• Champion agile best practices and continuous improvement initiatives.
• Lead organizational change management strategies and define stakeholder engagement plans.

Client Success Specialist

Channel Relationship Manager

Business Development Manager

Inside Sales Representative

Strategy and Business Performance Manager

IT Project Manager II