[Hiring] Customer Success Associate @Q4

Role Description

Q4 is transforming the Investor Relations Technology space with our SaaS solutions. We’re looking for a world-class Customer Success Associate to help us retain and support our small and low-mid market customer base. In this role, you will be responsible for driving customer retention, enabling clients to maximize the value of our software, and delivering exceptional training and support.

In partnership with an Account Manager, you will also support renewal and expansion of your book of business. Together, you will enhance customer satisfaction and foster long-term, successful relationships.

Key Responsibilities

• Customer Retention: Develop and execute strategies to maintain and grow customer relationships. Monitor customer health metrics and proactively address any potential issues to reduce churn and increase loyalty.
• Onboarding & Enablement: Work closely with clients to understand their unique needs and provide tailored training and enablement. Ensure customers are fully equipped to utilize Q4’s software to its fullest potential.
• Training: Design and deliver comprehensive training programs to onboard new customers and upskill existing ones. Contribute to the creation of training materials and resources to facilitate effective learning.
• Satisfaction: Act as the primary point of contact for customer account inquiries and concerns. Resolve issues promptly and effectively, ensuring a high level of satisfaction and a positive experience with Q4.
• Feedback: Gather and analyze customer feedback to identify trends and areas for improvement. Collaborate with internal teams to drive product enhancements and ensure our offerings meet customer needs.
• Reporting: Track and report on key customer success metrics, including retention rates, satisfaction scores, and product utilization. Provide insights and recommendations to drive continuous improvement.
• Voice of the Customer: Bring back information from your customer conversations in actionable ways to the organization. Help Q4 stay close to emerging industry changes to meet customers where they are.

Qualifications

• 3+ years of relevant work experience, preferably in customer-facing roles.
• Bachelor’s degree or equivalent.
• Outstanding communication and listening skills.
• Strong listening and deduction skills with the ability to pick up on possible obstacles or opportunities in customer conversations.
• Ability to manage a busy calendar; we want to talk to our customers every quarter!
• Experience using Salesforce and data visualization tools is a nice to have.

Requirements

• Extremely high integrity; truth 100% of the time.
• The ability to work across an organization in partnership.
• A strong belief in accountability and pride in the quality of products and the efficiency of the team.
• Strong motivation, self-confidence, and sense of ownership.
• Inquisitive nature and advanced problem-solving skills.
• Self-starter with a “can-do” mentality.
• Service-centric attitude to other departments.
• Experience with a fast-paced startup environment is a bonus.

Working Conditions

• Required Work Hours: Must be able to work US or EMEA hours, which will be determined by the client segment supported.
• US Hours:
  • Summer (EDT): 9:00 AM–5:00 PM = 6:30 PM–2:30 AM IST (Starts on the second Sunday of March and ends on the first Sunday of November)
  • Winter (EST): 9:00 AM–5:00 PM = 7:30 PM–3:30 AM IST (Starts on the first Sunday of November and ends on the second Sunday of March)
• EMEA Hours: 9:00 AM - 5:00 PM GMT = 2:30 PM - 10:30 PM IST.
• Non-business hours activities such as critical client events, escalations, and holiday coverage may occur on a rare occasion (this position may require after hours, weekend, and holiday support as needed for earnings and/or emergencies).