We are looking for a highly motivated and talented Customer Success Manager, cloud Services to join our team. This is an exciting role that will help customers see and realize the potential of QSC’s cloud services fueling customer success, retention, growth, renewal and advocacy. This newly created position is a key member of QSC’s customer support team focusing on supporting channel partners and customers with cloud services adoption and utilization. This role is part of the Cloud Services Customer Focus Team (CSCFT) that leads the deployment and expansion of QSC’s SaaS program. The SCFT consists of Sales Operations, Credit, Marketing, Training, Sales, Technical Support and Product Development. The CSCSM is responsible to engage with cross functional teams and business partners to drive business outcomes by managing and increasing ongoing adoptions, renewals and uncovering opportunities to improve customer experience.
Enable successful launch of Q-SYS Reflect (QSC’s cloud service platform) working with the cross-functional teams to deliver software policies, standard operating procedures (SOPs), and training to internal and external audiences
Deliver ongoing support, including sharing and developing relevant assets, brainstorming ideas, and collaborating closely with the Cloud Services Customer Focus Team to drive process and product improvements
Serve as the primary customer contact; understand customer concerns and translate them to actionable initiatives for the cross-functional team to drive improvements and resolve customer issues promptly
Be a platform subject matter expert and product advocate, deliver impactful product demonstrations directly to customers as needed
Represent the “Voice of the Customer” within QSC for cloud services, and document business value driven customer success stories and best practices
Highlight courses and self-service materials to expand customers’ knowledge and share best practices to reach customer goals
Continuously collaborate with product management to identify and drive priority features and certifications that increase trajectory of adoption
Collaborate with technical writers and marketing/training on technical marketing collateral including white papers, virtual walkthroughs, and solution briefs and training content
Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed
Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
Analyze customer health metrics, review NPS and gather customer feedback to provide input to key stakeholders to increase customer life time value
Engage and drive momentum with field sales and QSC’s channel partner network through marketing and enablement initiatives
Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities
Identify opportunities to improve operational efficiencies and profitability while remaining a strong advocate for our customers
B.A. Degree in Business is preferred
Minimum of 5 years of experience in Customer Success or Customer Relationship Management role that is client facing in a SaaS or software company.
This position requires a high level of independent critical thinking and self-initiative.
BA/BS (Information systems management, Computer Science, Business Administration, or Engineering preferred) or relevant industry level experience
5+ years’ experience in working with complex, multi-divisional, multi-geographical customers in a SaaS environment.
Excellent executive engagement skills with an ability to establish trusted adviser relationships with business decision makers outside of the IT organization.
Highly organized, collaborative and detail oriented.
Possess the right blend of technical expertise, operational savviness and sales acumen wrapped in a strong c* customer-centric mentality
Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals.
Impressive leadership presence and communication abilities.
Ability to create structure in ambiguous situations and design effective processes.
Strong communication skills – written and verbal – with an understanding of situational best practices
Passion for technology and for being a part of a fast-growing company.
Experience working with cross-functional teams (e.g. Sales Ops, Credit, Sales, Product, Marketing, Services).
Experience with CRM solutions (salesforce preferred)
Empathetic, positive attitude with a desire to help our customers reach their goals.
Flexible approach, ability to operate independently and effectively with uncertainty and change.
Driven, self-motivated, enthusiastic and possess a “can do” attitude.
Internal Number: 2019-1758
About QSC, LLC
Founded nearly five decades ago, QSC, LLC, is a globally recognized leader in the design and manufacture of professional audio/video system solutions. With power amplification, loudspeaker, digital signal processing (DSP) and digital mixer engineering resources all located under one roof, QSC uniquely leverages these technologies to deliver products and systems that far outperform the sum of their parts - providing compelling solutions for professional installed, portable, production and cinema sound customers worldwide.
QSC expertise is also evident in its advanced manufacturing and quality control processes. The company manufactures in its 81,000 square foot, state-of-the-art facility, located in Costa Mesa, California. Utilizing a compliment of demand planning, parts procurement, operations and logistics, computer-controlled precision assembly, and rigorous testing and control, the QSC facility is designed with build-to-order flexibility, giving the company unprecedented ability to respond to customer needs while keeping both parts and finished goods inventory at well-maintained levels. Select partners in Asia provide additional manufacturing.
Located on 51,000 square feet ...of office space on the same campus as the manufacturing facility are the QSC Corporate Offices, Engineering, Sales, Marketing, Technical Support and Service. Additionally, QSC has offices in Boulder, Colorado and Hong Kong, with sales and support staff located throughout North and South America, Europe, Asia and the Middle East. QSC maintains a local warehouse and distribution facility in Costa Mesa, with other facilities in Tennessee, Belgium and China.
Employing over 400 people, QSC is also widely recognized as a great place to work, attracting the best and brightest individuals from all over the world. The company strives to provide a casual and fun work environment where people are genuinely excited to bring forth their best and let their talent shine.
QSC offers its employees an exceptional benefits package, further enhancing its ability to attract and maintain talent, and is a 6-time recipient of the Orange County Register’s “Best Place to Work” award.