Reporting to the Head of Customer
Success, the Customer Success Manager (CSM) will support the post-sales
customer lifecycle as it relates to customer adoption, on-going support,
program optimization and expansion.
The CSM must have a strong understanding
of our Customers’ business objectives and the ability to identify and
articulate how our solution supports achievement of the Customers’ strategic
Onboarding - Work with the Sales Team to facilitate a
seamless Customer on-boarding process, ensuring a smooth ‘go live’ and
introduction for the Customer from the outset.
Work with customers to design their Customer
Experience programs aligned with the QDC philosophy and product capability
whilst ensuring our Customers’ business objectives and strategy, so that the
program provides continued value to the Customer and drive long-term account
satisfaction and growth
Escalations -Support or response to any alerts, red flags, poor health. It can also be
directly from a customer reaching out for some issue or any critical or overdue
customer support ticket.
Customer Renewals - Proactively identifying and prioritizing
resources and effort according to perceived risk, potential growth, strategic
value and renewal timeframe.
Closely monitor adoption rates
of assigned Accounts; providing insight to Customers. Feed this back to the
Sales and Marketing Teams.
Work collaboratively with the Marketing
team to build Customer testimonials and referrals.
issues within the Accounts and work with the
wider business to take timely and effective action to resolve them
checks - Calculating periodic health of key
accounts through continuous monitoring to avoid any last-minute surprises.
Contribute to the development of
company goals, growth and profitability targets by being an active member of
the QDC team and culture.
Ability to understand customer
requirements, develop and guide their thinking to identify financial measures
Data-driven with a commitment to
process; drive / track consistent engagement process.
Ability to work in a fast-paced,
entrepreneurial, results-oriented culture.
Excellent interpersonal skills.
Creative thinker with the ability to troubleshoot
issues quickly and effectively.
Excellent written and verbal
Strong presentation skills.
Extremely well-organized and analytical
with an ability to work well under pressure.
Strong team player as well as a
proactive individual contributor.
Ability to grasp basic technical