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Senior Customer Success Manager (Enterprise)

Customer Success is not only a function or a team at Quiq, it’s our reason for doing business. And our Customer Success Managers (CSMs) are central to helping our company realize this critical mission.

Quiq CSMs are our customers’ trusted guides on their business messaging journey. As a new and quickly evolving space, business messaging has the potential to transform the way businesses market, sell, service and drive loyalty for their end customers.

As a Quiq CSM, you’re empowered to bring to bear all of Quiq’s resources to drive business value. You’ll get to work with the world’s best brands and guide them on how to use business messaging across channels and touchpoints. You’ll also get to build a best-in-class Customer Success program and work closely across the Quiq team – partnering with team mates across Marketing, Sales, Account Management and Product.

While CSMs will not have direct commercial responsibility for our customers (renewals, expansions), their role directly supports growth for Quiq. You will know you are doing an extraordinary job when your customers renew and expand their usage of Quiq

You’ll be responsible for:

  • Managing customer onboarding – Own the customer onboarding phase. Guide customer expectations and train them about our process, people and product.

  • Managing the customer relationship & journey – Proactively manage our customer relationships, guiding them on continued value and bringing in the broader Quiq team of experts, as needed, to help them achieve their goals

  • Tracking customer health – Proactively identify, track and escalate components of our customer health. Raise critical customer concerns internally and mobilize resources to resolve issues.

  • Leading business reviews and strategic conversations – Run our strategic planning and review sessions with our customers and their teams. Plan, prepare for, execute and recap strategic conversations with customer and Quiq teams.

  • Conducting Success Planning – Understand “what success looks like” for our customers and track against it by establishing the right KPIs, baselines and targets over time. Hold our customers’ teams and our internal Quiq team accountable to achieve mutually-agreed upon targets

  • Educating and enabling customers – Educate and train customers, and connecting them with available tools, resources, and communities

  • Growing value – Assess the maturity of deployed features and functionality and make recommendations for improvements and efficiencies. Work closely with the commercial team to activate those opportunities

  • Fostering and activating advocacy – when a customer is achieving success, proactively identify and directly manage our requests for advocacy.

  • Implementing Customer Success strategies – work with the VP of Customer Success to establish frameworks, playbooks and enablement for customers and the broader commercial team.

You’ll do well in this role if you…

  • Have hands-on experience in designing and implementing customer success programs and tactics

  • Have product and technology curiosity

  • Have excellent communications skills (verbal and written) and professional gravitas

  • Have experience creating and delivering presentations to customers

  • Possess strong business acumen and strive to understand customers’ businesses and goals

  • Have experience analyzing data, doing value analysis, forming and delivering recommendations

  • Are a team player with a high level of integrity and desire to assist your team and customers

  • Have proven capacity to develop relationships and optimize enterprise customer accounts; you understand what it means to evangelize the product

  • Are scrappy and resourceful – might not have all the answers, but you know how to find them

Benefits and Perks:

  • Market competitive total compensation package

  • 100% company paid individual medical and 80% dental and vision insurance coverage

  • Flexible, unlimited vacation policy

  • Stock options

Quiq is an equal opportunity employer. We are a welcoming place for everyone and we do our best to make sure people feel supported and connected at work.

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