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.

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

• 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% travel

Weekend work will be required occasionally according to client demand.

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 Quest Careers | Where next meets now. Join Quest. 

Job seekers should be aware of fraudulent job offers from online scammers and only apply to roles listed on quest.com/careers using our applicant system. Note: We do not use text messaging or third-party messaging apps like Telegram to communicate with applicants, so please exercise caution if you are approached in this way and only interact with people claiming to be Quest employees if they have an email address ending in @quest.com or @oneidentity.com