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 (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. 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 advisor for a given set of customers.
- 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 information within Gainsight.
- 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.
- 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.
- Monitor Service Requests for accounts subscribed to our Premier Support services.
Qualifications:
- Bachelor’s Degree
- 6-8 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 and French Required
Company Description
At Quest, we create and manage the software that makes the benefits of new technology real. Companies turn to us to manage, modernize and secure their business, from on-prem to in-cloud, from the heart of the network to the vulnerable endpoints. From complex challenges like Active Directory management and Office 365 migration, to database and systems management, to redefining security, and hundreds of needs in between, we help you conquer your next challenge now.
We’re not the company that makes big promises. We’re the company that fulfills them.
We’re Quest: Where Next Meets Now.
Why work with us!
-Life at Quest means collaborating with dedicated professionals with a passion for technology.
-When we see something that could be improved, we get to work inventing the solution.
-Our people demonstrate our winning culture through positive and meaningful relationship.
-We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.
-Our team members’ health and wellness is our priority as well as rewarding them for their hard work.
Quest is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Come join us. For more information, visit us on the web at http://www.quest.com/careers.
