Quest

Customer Experience Representative, Renewals

Location IE-Cork
Job ID
2022-9811
Category
Sales Inside
Position Type
Regular Full-Time

Overview

Quest is a leading enterprise software company with 130,000 customers, including 95% of the Fortune 500, offering a broad selection of solutions that solve some of the most common and most challenging IT problems.  Quest strives to be the best of the very best in everything we do. 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.

 

This is a unique opportunity to work as part of Quest’s EMEA team to drive customer retention and value creation, working collaboratively with the company’s customers, renewal sellers, and team members across the company who contribute to customer success.  This is a new, non-commission role focused on early and proactive outreach to that customer base, influencing outcomes of customer renewals.  This role will be based out of Quest’s Cork Ireland Office and will report to the Director of Renewal Sales for the EMEA market.

Responsibilities

-Drive retention and growth in our customer base by understanding their business needs and helping them succeed.

-Maintain cadence of communicating with customers to ensure successful deployment of our products, validate ongoing use, and identify expansion opportunities.

-Consistently capture activities and contacts in CRM (Salesforce.com) related to customer connections.

-Serve as cross functional resource to share account strategies, problem solve, and serve customers towards a goal of industry leading NPS.

-Manage various customer outreach activities to drive customer success, including but not limited to:

-Identify current stakeholder contacts in the customer organization

-Verification of successful deployment of all purchased products

-Validation of ongoing use of currently owned products and subscriptions

-Qualify install base/recurring subscriptions for expansion and probe for whitespace opportunities (lead pass)

-Customer Resources - Ensure customer is aware of training and other resources available to them online, via webinars, etc

-Identify and proactively address risk to renewal

-Understand customer needs and pull in resources as appropriate to support the customer and reduce risk of churn, including teaming with Customer Success resources, Sales teams, Renewal Leadership, as well as the Heal Desk

-Coordinate QBR process with assigned accounts and share findings back regularly thru scheduled meeting cadence with Renewal team leadership

-Advocacy- Represent the voice of the customer to inform our sales process and the product roadmap

-Identify customers at a level of satisfaction that could be considered for a case study or reference

Qualifications

-2+ years of sales, renewals, or customer success experience. (A combination of experience and education will also be considered.)

-Required Languages: Fluent English and native French or German required

-Excellent PC and internet skills with a strong understanding of Microsoft Office, as well as experience with SFDC

-Exceptional communication skills, highly organized, collaborative, and detail oriented

-Experience building and maintaining relationships while working to mitigate churn and drive engagement and renewals

-Experience working in a fast-paced environment

 

 

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 http://www.quest.com/careers.

 

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. You can report job scams to the FTC (ReportFraud.ftc.gov) or your state attorney general.

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