• Senior Customer Success Manager, Foglight for Databases

    Location US-CA-Remote | US-TX-Remote | US-CO-Remote | US-MA-Remote
    Job ID
    2019-4854
    Category
    SW Professional Services
    Position Type
    Regular Full-Time
  • Overview

    If happy customers are the lifeblood of a successful company, then customer success managers are the heart. As a Customer Success Manager, you will own the relationships and happiness of Quest’s largest customers. You will be responsible for helping your customers derive huge value from their investments in Quest Software’s Foglight for Databases performance monitoring solution. 

     

    Quest Software is looking for a high-energy Customer Success Manager to work closely with our enterprise customers. The ideal candidate would have a strong interest in both business and technology and must be comfortable in a customer-facing position. Establishing a close working relationship with customers’ stakeholders and developers, the CSM will demonstrate the ability to listen and synthesize business and technical problems into Quest Software’s Foglight for Databases aligning with the customer’s business goals. As the trusted advisor and voice of the customer, you will channel the customer back to the Sales, Support, Product, and Engineering team.

    Responsibilities

    • Oversee the onboarding of new accounts and ensure a successful conclusion.
    • Actively drive value realization of Foglight for Databases within our most strategic and complex customer environments by deeply understanding their business and aligning their needs with our solutions.
    • Increase operational use of Foglight for Databases across the enterprise through in-depth adoption assessments; Identify usage metrics and trends to drive adoption
    • Understand what customers’ pain points, technical landscape, and goals, translate into solutions to maximize customer’s productivity and business value
    • Nurture the relationship with the customer through ongoing communication and periodic meetings.
    • Coordinate any relevant internal resources (e.g. Professional Service, Product, Engineering, Support) that may be needed for critical technical escalations in relation to issue/incident resolution, including owning and leading any communication back to the customer
    • Act as customer advocate internally while effectively collaborating with internal teams including product management, professional services, customer support, engineering, sales, and finance.
    • Track & monitor customer status, identify at-risk customers and collaborate with account team on growth and upsell opportunities.
    • Manage & orchestrate our success & professional services projects
    • Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition.

    Qualifications

    • 5+ years of relevant work experience in a customer-facing customer success, customer support, sales engineering, pre-sales, post-sales, account management or strategic consulting organization.
    • 3+ years experience deploying enterprise software solutions
    • You are an effective communicator equally comfortable writing an eloquent e-mail, giving an executive presentation or running a workflow whiteboarding session. You must be comfortable diving into the details, but know when to keep it brief.
    • BS or MS degree (Computer Science/Engineering or equivalent)
    • Experience coordinating internal resources for issue and escalation management together with owning and managing any relevant customer communications
    • Strong independent individual contributor who drives results.
    • Enjoys working closely with customers to ensure complete satisfaction.
    • Experience with monitoring solutions
    • Experience with SQL and NoSQL databases (primarily SQL Server, Oracle, MySQL, MongoDB, Cassandra)
    • Knowledge of AWS, Azure and/or other cloud technologies
    • Knowledge of basic networking components and concepts.

    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 3,500 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 https://www.quest.com/company/careers.aspx

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