Quest

Customer Success Advisor (CSC702)

Location IE-Remote
Job ID
2021-9047
Category
Sales Inside
Position Type
Regular Full-Time

Overview

This is a unique opportunity to work as part of Quest’s Customer Success Organization, to help drive customer retention and value creation.   The Customer Success Manager will (CSM) is responsible for a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding, knowledge sharing, and minimizing churn. The CSM's provide insights on customers-to-business interactions, improve customer experience through account support, and handles customer complaints and requests.  Keeps customers informed on the latest information regarding a particular Quest product or set of products.

Responsibilities

  • Acts as a trusted adviser and primary contact for personalized management of technical support issues.
  • Maintain cadence of communicating with customers to ensure successful deployment of our products, validate ongoing use, and identify expansion opportunities.
  • Ensure customer is aware of training, support, video tutorials, forums, and other resources available to them online, via webinars, etc.
  • Effectively interacts with other departments, including support, development, product management, sales, presales, post-sales, and renewals as necessary to help resolve customer issues.
  • Responsible for having general knowledge of customer’s environment and use of the Quest product or set of products, maintaining the customer’s site profile, and notifying others of planned account activity.
  • Provides customers information about upgrades, patches, and other technical information as it becomes available, conducts regular calls and case reviews with the customer, generates regular status reports and quarter reports.
  • Responsible for setting customer expectations and present Quarterly Reviews to customer
  • Understand customer needs and pull in resources as appropriate to support the customer and reduce risk of churn.
  • Identify and proactively address risk to renewal.
  • Identify current stakeholder contacts in the customer organization.
  • Identify customers at a level of satisfaction that could be considered for a case study or reference.
  • Consistently monitor and capture activities and contacts in Gainsight.
  • Escalation Management for Premier service requests.

Qualifications

  • 4-6 years’ experience in customer success, renewals, inside sales, support, or similar role
  • Exceptional communication skills, highly organized, collaborative, and detail oriented
  • Experience building and maintaining relationships while working to mitigate churn and drive engagement and renewals.
  • Positive attitude with a desire to help our customers reach their goals.
  • Ability to effectively manage customer and staff relationships, promptly respond to queries, ensure promises are kept and manage expectations.
  • Experience in coordinating and collaborating with diverse teams/roles to identify and achieve common goals within defined timeframes.
  • Ability to multi-task simultaneous issues and/or escalations
  • Experience in managing projects, coordinating with team members, developing plans, and setting deadlines.

Preferences

  • Experience with Salesforce.com
  • Experience with Gainsight or other customer success software
  • Customer Success Management certifications
  • Languages: English required.  Proficient in French.

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