• 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

    Key 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

    Essential Requirements

    • A 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

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