Customer Success Advisor

Overview:

This is a unique opportunity to work as part of Quest’s Customer Success Organization, to help drive customer retention and value creation.   The Customer Success Manager (CSM) is responsible for a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding, knowledge sharing, and minimizing churn. CSM's provide insights on customers-to-business interactions, improve customer experience through account support, and handles customer complaints and requests.  Keeps customers informed on the latest information regarding a particular Quest product or set of products.

• Serve as the primary point of contact for a portfolio of customers, building and maintaining strong, long-lasting relationships.
• Understand customers’ business objectives and challenges, and work with them to achieve success with our products/services.
• Lead the customer onboarding process, ensuring a smooth and successful implementation.
• Facilitate training and ongoing support to customers, helping them maximize the use and value of our solutions.
• Regularly engage with customers through regular business reviews and other touchpoints to assess satisfaction and identify opportunities for upselling or cross-selling.
• Monitor customer health and proactively address any issues that could lead to dissatisfaction or churn.
• Act as the customer’s advocate within Quest, coordinating with internal teams (e.g., support, product, sales) to resolve issues promptly and effectively.
• Collect and relay customer feedback to inform product development and improve the overall customer experience.
• Drive customer retention by ensuring customers see the value in our products/services and renew their contracts.
• Identify and execute on opportunities for account expansion, such as upselling or cross-selling additional products or services.
• Identify and proactively address risk to renewal
• Prepare and present regular reports to leadership on customer success initiatives and outcomes.
• Act as the escalation point for critical customer issues, working swiftly to address and resolve concerns.

Experience & Skills Required

• 3-5 years’ experience in Customer Success, Customer Support, Account Management or a related field
• Proven track record of managing customer relationships and driving retention and growth
• Exceptional communication skills, highly organized, collaborative, and detail oriented
• Fluency in English required
  
  
• Strong problem-solving skills and the ability to handle challenging situations in a professional manner
• Ability to manage multiple priorities and customers simultaneously in a fast-paced environment.
• A proactive, results-oriented mindset with a focus on continuous improvement.
• Experience in coordinating and collaborating with diverse teams/roles to identify and achieve common goals within defined timeframes.

Ability to multi-task simultaneous issues and/or escalations

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.