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AI and Data Solutions Business Growth Manager
2 weeks ago
Unlock value from data and drive business growth as a Customer Success Manager. At Quest, we deliver AI and data solutions that de-risk adoption and maximize return on investment.
Our integrated capabilities span the data management lifecycle, accelerating and advancing data and AI initiatives.
The Customer Success Organization focuses on strategic customers, ensuring maximum value realization through comprehensive adoption and value engagements.
As a CSM, you'll manage a portfolio of accounts, leading engagement throughout the customer lifecycle – from deployment and adoption to value realization and renewal – ensuring satisfaction and long-term success.
You'll leverage expertise to guide customers through their journey, maintain consistent engagement, and ensure they achieve goals and derive measurable value from our solutions.
Responsibilities:
Manage Named Accounts
• Proactively engage with clients, understanding and promptly addressing needs and concerns.
• Establish relationships with key stakeholders, ensuring regular check-ins for client satisfaction and retention.
Develop Strategic Success Plans
• Create detailed plans aligned to value milestones and customer-defined business outcomes.
• Partner with customers to build joint plans for success, maintaining a thorough understanding of their business for high levels of customer satisfaction, engagement, and adoption.
Monitor Customer Analytics and KPIs
• Reinforce the value of the customer solution, identify areas to improve customer experience, and optimize the solution.
• Facilitate Executive Business Reviews in collaboration with Account Management, using Success Plans and business cases to demonstrate impact, value delivered, and opportunities for growth.
Deliver Outstanding Customer Experience
• Support our brand promise of delivering superior outcomes by providing exceptional customer service and identifying cross-sell and upsell opportunities.
• Actively monitor customer engagement signals and sentiment, logging risks and opportunities in CRM and triggering internal playbooks where applicable.
Support Collaboration Across Teams
• Work closely with Sales, Support, Product, Renewals, and Professional Services to ensure continuity and strategic alignment.
• Serve as an escalation point for high-impact customer issues, engaging appropriate teams within Quest for quick resolution.
Qualifications:
Experience and Skills
• Minimum 3 years of experience in customer success, technical account management, sales engineering, or similar roles driving customer success and product/service adoption.
• Strong organizational skills, ability to establish milestones, and keep Success Plans on track.
• Excellent communication and relationship-building skills, comfortable facilitating change and driving success with customers.
• Proficiency in customer success tools (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce) for managing customer health, Success Plans, and engagement tracking.
Benefits:
Quest is an equal opportunity employer. We invest in our people, offering programs that enable them to pursue fulfilling careers and prioritize their health and wellness.
