Company Description:

About the team:

At Quick Base, we believe that exceptional employees are not only the key to our success, but also to our customers’ success. Our teams are small, diverse, nimble and highly empowered to drive Customer Success excellence. Each team owns its own commitments and outcomes. Our employees enjoy interesting challenges, learn fast, and strive to do the best work of their life.

Position Overview:

As a Customer Success Manager, you will serve as a trusted advisor to our customers. You have a consultative mindset and strive to please, embodying our company’s value of being Customer Obssessed. You can understand a wide variety of business objectives and processes across industries, tying them back to the Quick Base product, ultimately demonstrating the value of doing more with Quick Base. You will be critical in collecting the ‘voice of the customer’ and funneling feedback to appropriate channels. In short, you will own the success journey of our customers ensuring they have the right resources to realize their business objectives.

Responsibilities:

• Drive Account Growth and Retention: Work with a broad set of customers to guide them through their desire to be successful with Quick Base; from goal setting and planning, to application building, governance, and deployment. Proactively engage customers ensuring they are receiving the value they expect and more.
• Ensure Customer Objectives are Achieved: Quickly analyze customer's business objectives; determine the best approach for them to leverage our capabilities in order to maximize their return on using our platform. Partner with the customer to develop a blueprint for success, aligning objectives to solutions built on the Quick Base platform, and presenting best practices to strengthen their adoption of Quick Base and help ensure success.
• Promote Adoption across Customer Organizations: Quickly and effectively analyze the adoption situation of customers; provide keen insight into exactly how customers are using Quick Base, anything we can do to improve their ROI on the service, and set them on the path to success.
• Develop and Maintain Strong Relationships: Manage simultaneous customer engagements in an efficient, effective limited timeline with a focus on time to value. Cultivate relationships with business and technical personnel. Establish champions of the product and develop strategic relationships; drive continued value and become a trusted advisor.
• Work Cross-Functionally for Shared Success: Work collaboratively with Account Executives and Customer Success teammates who are responsible for driving success across a diverse account base. Understand Customer Success offerings and escalate critical product issues.

Qualifications:

• BS or equivalent experience
• 3-5 years in a customer facing role in software services, engineering, or support
• Experience implementing and/or supporting SaaS or other complex IT projects within large enterprises
• Strong project management skills
• Business process, data modeling and workflow experience
• Experience communicating with customers, exhibiting effective influence and persuasion skills
• Ability to propose best practices and success offerings to customers
• Strong technical aptitude, familiarity with Javascript, relational databases and APIs
• Effective contributing member in a small, high performance team
• Excellent presentation, written and verbal communication skills
• Very efficient work habits that allow a significant level of multi-tasking
• Hands-on advanced knowledge of Quick Base a plus
• Flexibility for travel (approximately 20%)

Behavioral and Interpersonal:

• Strong presentation, communication, prioritization, and negotiation skills
• Excellent interpersonal and leadership skills
• Proven team player