Customer Success Sr. Advisor

Overview

Since 1987, we’ve provided software solutions for the constantly evolving world of enterprise IT. Quest solutions protect and empower users and data, streamline IT operations and harden cybersecurity from the inside out. We have the experience to help our customers manage and monitor databases, take control of hybrid environments and secure them all with security solutions that ensure they are ready for the next threat.

Quest Software is the leading provider of cybersecurity, migration and modernization solutions and we are looking for a dynamic customer success manager to join our team.

Responsibilities

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.

• Know your customer: Build and maintain strong relationships with key stakeholders, you must be able to reach into the organization and identify who the key stakeholders and decision makers are for your accounts, you must be able to research and understand your customer so you can help lead them to success with our solutions. You need to be comfortable interacting with all levels of an organization.
• Become the trusted advisor: You are the person your customer will come to for all things Quest, you need the ability to have the tough conversations as well as the good along the customer journey, they should always feel like we are listening and will try our best to meet their needs.
• Customer Advocacy: Act as the voice of the customer within Quest, advocating for their needs and ensuring their feedback is incorporated into product development. You need to be able help build the business case for your customer.
• Strategic thinker: Develop and execute customer success plans, aligning with customers’ business goals and objectives. Not every customer is the same, what one customer feels is their measure for success may mean something else entirely to another. You need to be able to understand deeply what your customers need to continue seeing the value of our solutions.
• Drive Adoption: Conduct or facilitate training sessions and webinars to educate customers on the features and benefits of our products, helping them maximize their investment and ensure successful renewals.
• Organized and Detailed: you will need to be able to provide actionable steps for your customer to be able to reach their goals. You will need the discipline to keep track and continually communicate these back to the customer an internal stakeholders to help them measure their success.

Qualifications

Qualifications

• Bachelor’s Degree or equivalent
• Experience: 5-8 years in customer success, account management, or a related field, preferably within the IT or software industry.
• 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 expectations correctly set.
• Experience in coordinating and collaborating with diverse teams/roles to identify and achieve common goals within defined timeframes.
• 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
• Familiarity with database and systems management, Active Directory, and Office 365 management.
• Customer Success Management certifications
• Nice to have: Familiarity with platform management solutions, such as those offered by Quest, including database and systems management, Active Directory, and Office 365 management.
• Languages: Fluent Written and Spoken English required, Spanish and French nice to have

Application requirements

Position will be in office with less than 10% tra