Customer Success Manager

Remote, United States
Direct Hire

POSITION OVERVIEW:

The Customer Success Manager ("CSM") will own driving success for a defined portion of our customer base. This role includes responsibilities for Customer Success activities (e.g., adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.). Through relationships and deep account knowledge, the CSM brings higher value to their customers, helping them work smarter through product solutions. You will have excellent communication skills and be able to quickly and effectively onboard and educate our stakeholders on the platform. You will be able to quickly learn and demonstrate product knowledge and will be responsible for the creation and execution of the customer success plan. You’re someone who thrives on working autonomously and doesn’t need oversight to get things done.  The Customer Success Manager works hands on with clients, members of their portfolio, and the Engagement Manager(s) to ensure successful projects and expansions within their portfolio.

RESPONSIBILITIES WILL INCLUDE:

• Ensure regular communication with client contacts on key accounts; provide strategies to optimize utilization, adoption, analytics and ROI

• Provide insight on customers' needs to internal teams on a regular basis; represent customers' views, requirements, and experience throughout the organization

• Work closely with internal company stakeholders, sharing customer information and escalating issues as required

• Partner with sales engineers and management to collaborate on customer adoption and discover add-on business within the portfolio of accounts

• Establish a trusted strategic advisor relationship with each client and driving continued value of our products and services

• Perform regular business reviews with your clients to maintain customer health and to deliver proof of value

• Build internal relationships to help drive growth expansion inside of the account, manage partner relationship to better support premium Quandary customers

• Identify and target new opportunities with existing customers by;

  • Understanding the customer buying process
  • Co-developing RFPs/RFQs with solution development engineers and proposal team member
  • Managing customer proposals (Budget, and Final Proposals)
  • Negotiating deals to close new business

• Business delivery and expansion

• On time/ on budget – SOW compliance

• High level project management and coordination

• Scope management and compliance

• Facilitate change orders

• Coordination with Sales team as needed

• Executing product sales, upsells, expands, etc.

• Client success and retention

  • Keeping accounts active
  • Reviving inactive accounts

• Asking for referrals

• Hours reconciliation and explanations for clients

• Weekly recaps

• Accuracy of PM system – Is this in line with the client expectations, are all requests entered and accounted for, are we behind on deliverables or expectations

• Coordinate with Operations on project changes – i.e. timeline, changes, invoicing changes, resource changes

• Coordinate with Sales Manager on pipeline and sales forecasting

• Schedule external kickoffs

• Ensure communication plans, meetings, etc. are accurate

• Enforce project management plan and QCG methodology

• Assist Service Ops Manager with forecasting and project timelines

• Client escalations if business side or technical if Engagement Manager needs support

• Client rate right sizing

• Determine which clients may or may not be good fits for QCG and their specific portfolios

• Utilization forecast for projects

• Revenue forecast for projects

• Perform other duties as required and assigned

REQUIRED SKILLS / EXPERIENCE:

• 2+ years of experience in customer success for technology company to include customer adoption, retention, renewals

• Experience with the Quickbase platform preferred

• Familiarity with database design / relational database experience

• Strong data analysis and/or modeling experience

• Employee management experience preferred

• Excellent Interpersonal Skills

• Excellent Listening / Clear Communication skills

• Initiative and Drive for personal growth

• Proven ability to develop a strong customer relationships development.

• Experience connecting customers business objectives with necessary technologies to achieve them

• Ability to remain calm in stressful customer situations. Apply good decision making to achieve a positive outcome

• Successful at growing customer share of wallet and revenue

• Passionate about customer success

• Relationship management

• Problem resolution

• Organized

• Strong time management with ability to prioritize

• Strong verbal and written communication

EDUCATION REQUIREMENTS:

• Quickbase Expert certification preferred

• BS or MS degree in applicable field preferred

SALARY

$60,000-$75,000 Annually

BENEFITS

Full-Time

401k, Dental, Medical, Life Insurance Offered

Bonus + Profit Sharing

Employee Wellness Program

Employee Professional Development Funding

Unlimited PTO

Quandary logo

6400 S Fiddlers Green Circle Suite 250
Greenwood Village CO 80111

T: (720) 739-1406
E: info@quandarycg.com

Gold Partner
Workato Gold

© 2022 Quandary Consulting Group. All Rights Reserved.