Customer Success Sr. Advisor

hace 2 días

Panama Quest A tiempo completo

Responsibilities -Acts as a trusted advisor for a given set of customers-Maintain cadence of communicating with customers to ensure successful deployment of our products, validate ongoing use, and identify expansion opportunities-Ensure customer is aware of the training, support, video tutorials, forums, and other resources available to them online, via webinars, etc.Effectively interacts with other departments, including support, development, product management, sales, presales, post-sales, and renewals as necessary to help resolve customer issues-Responsible for having general knowledge of the customer’s environment and use of the Quest product or set of products, maintaining the customer’s information within Gainsight-Provides customers information about upgrades, patches, and other technical information as it becomes available, conducts regular calls and case reviews with the customer, generates regular status reports and quarter reports-Understand customer needs and pull in resources as appropriate to support the customer and reduce the risk of churn-Identify and proactively address risk to renewal-Identify current stakeholder contacts in the customer organization-Identify customers at a level of satisfaction that could be considered for a case study or reference-Consistently monitor and capture activities and contacts in Gainsight-Monitor Service Requests for accounts subscribed to our Premier Support services Qualifications - Bachelor’s Degree or 6-8 years’ experience in customer success, renewals, inside sales, support, or similar role
- Ability to understand high level product specifications
- Previous experience in the software industry
- Be a self starter with the ability to take ownership of your key accounts - Exceptional communication skills, highly organized, collaborative, and detail oriented
- Experience building and maintaining relationships while working to mitigate churn and drive engagement and renewals. Positive attitude with a desire to help our customers reach their goals. Ability to effectively manage customer and staff relationships, promptly respond to queries, ensure promises are kept and manage expectations. 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

**We’re the company that fulfills them. We’re Quest**: Where Next Meets Now.

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