• SaaS Customer Success Manager

    Location CA-NS-Halifax
    Job ID
    2019-4063
    Category
    Account Client Management
    Position Type
    Regular Full-Time
  • Overview

    Quest is an award-winning IT management software provider offering a broad selection of solutions that solve some of the most common and most challenging IT problems. We are currently looking for a Customer Success Manager to join our team.

     

    We are fanatically customer focused and are proud to support the most complex customers who have the highest IT demands in the world. It’s exciting, it’s rewarding, it’s hard work and offers career and personal growth. 

     

    The Quest Customer Success Manager (CSM) participates, at varying levels of involvement, in every stage of the customer solution lifecycle:  Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. As a Customer Success Manager, you will be responsible for driving the Customer Success Strategy, while creating and maintaining policies and procedures that optimize the customer experience.  You will also work with customers through all post sales activities including onboarding, driving adoption and outcomes leading to renewals and expansion, and advocate across the Platform Management SaaS portfolio. Working closely as a trusted advisor with the customer’s service managers the Quest CSM ensures the best possible return on the customer’s investment in our solutions. Liaising with colleagues across all parts of our business the CSM will help progress, prevent and resolve operational issues relating to the use of our solutions & services which threaten the customers success.        

    Responsibilities

    -Development of Customer success strategy and policies

    -Develops long term trusted advisor relationship with strategic customers

    -Builds an in-depth knowledge of the customer usage and deployment of Quest solutions

    -Forges close working relationships with key contacts in customers, partners and Quest organizations

    -Delivers a consistent quality service to customers against standard processes & procedures

    -Develop reference status of the customer for new prospects and opportunities -Uses experience, initiative and best judgement across situations faced

    -Establish a strong professional relationship across contacts in Sales, Support, Consulting & Partner organizations

    -Influences a broad spectrum of stakeholders toward achieving business goals - CSAT / Renewals / New business

    -Adapt service delivery to changing customer requirements. Think & act under own initiative 

    Qualifications

    -proven history an demonstrable achievements as a Customer Success Manager with SaaS Products

    -Proven track record working with, and managing, stakeholders and customers

    -Experience working with large, complex, multi-divisional, global customers

    -Experience using industry standard CSM tools

    -Have an understanding of Azure, O365 and cloud technologies

    -Advanced understanding of ITIL processes and principles

    -Advanced verbal and written communication skills

    -Advanced ability to create and document processes

    -Ability to lead and influence large cross-functional teams

    -Flexible approach and an ability to operate effectively with uncertainty and change.

    -A passion for delivering top quality customer service and constantly having the overall success of the customer in mind

     

     

    Preferences

    -Experience in service industry managing enterprise level customers

    -Experience in Microsoft cloud technologies.

    -ITIL Foundation certificate

    -ITIL Intermediate certificate

    -Agile project management experience

    -Business software application exposure

     

    Company Description

    Quest Software enables organizations of all sizes to better secure, manage, monitor, protect, and analyze information and infrastructure in order to help fuel innovation and drive their businesses forward. With over 5,000 team members around the globe, we intend to continue to grow revenues and add value to customers.

     

    When you join our team, you will have the opportunity to build and develop products at a scale few others can provide. Our product portfolio serves a large base of customers and we are addressing the strategic imperatives for enterprise businesses. Working with some of the most talented employees the industry has to offer, we provide enhanced career opportunities for team members to learn and grow in a rapidly changing environment.

     

    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 relationships.

    -        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 and Prohibits Discrimination and Harassment of Any Kind: Quest is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Quest are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Quest will not tolerate discrimination or harassment based on any of these characteristics. Quest encourages applicants of all ages.

    Come join us. For more information, visit us on the web at http://www.quest.com/careers.

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