Customer Success Analyst/ SFDC Admin

| Greater Denver Area
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Quantum Metric

Our digital experience analytics platform is quickly becoming an industry standard in the Digital Product space, with businesses planning to spend $1.3 trillion globally in 2018 for Digital Transformation initiatives. Our SaaS platform enables real-time operations for businesses who care about delivering perfect user experiences on web and mobile apps. We’ve delivered multi-million dollar revenue outcomes for some of the most reputable brands in the world by applying big data analytics and machine intelligence to user behaviors.

Our Culture

We are obsessed with helping businesses deliver better digital products and experiences. We encourage creative problem solving, rapid innovation and bold goal-setting. Our relatively flat organization structure keeps everyone informed and enables people to get involved in solving the problems they care about most. We are a close-knit team moving fast to deliver value to our customers and continue pushing the envelope as we develop new products.

Responsibilities

  • Act as the primary point of contact for the customer success operations team, bridging data and communication channels across Sales, Marketing, Finance, Customer Success, Engineering and Human Resources.
  • Collaborate with executive leadership to define quarterly objectives and drive the team to hit key performance milestones.
  • Build and help to standardize business reporting for strategic analysis and internal business review.
  • Provide recommendations and take actions based on strategic objectives, forecast or performance metrics.
  • Enhance customer success productivity and enable the team to work smarter by simplifying processes, defining issues/opportunities to tackle, evaluating new tools, recommending and implementing new solutions.
  • Create and maintain documentation on customer success processes, policies, and relevant training materials, and assist with onboarding new customer success talent.Identify and eliminate customer success process bottlenecks and inconsistencies.
  • Own the end-to-end process of tracking customer success operational metrics and delivering regular insights to the business; define and deliver techniques to improve performance for customer success management.
  • Own Salesforce administration and project prioritization for customer success purposes; work with the sales operations team to ensure Salesforce is consistent and accurate for all teams.
  • Own Zendesk Explore reporting metrics, administration and prioritization for Customer Success including Production Engineering Support.
  • Produce and review actionable and accurate customer success reporting and BI tools for customer success engineers and business consultants, managers, and leadership.
  • Refine customer segmentation, assist with territory management, and help create a plan to enhance renewal and upsell processes.

Skills

  • Demonstrated success in a sales ops, business ops, or similar role.
  • Ability to understand high-level sales strategies, translate them into system and process requirements, and ensure local execution and business impact.
  • Analytical and demonstrated ability to extract key business insights through data analysis.
  • Proven Salesforce.com subject matter expert with experience creating reports, optimizing processes, training new hires, managing dashboards, and more.
  • Previous deal desk and/or revenue recognition experience.
  • Ability to manage multiple priorities and tasks; proven strong organizational and project management skills in a fast-paced environment.
  • Track record in driving change and removing hurdles in fast growth organizations by working cross-functionally with Marketing, Finance and IT.
  • Excellent written and verbal communication skills, including presenting to C-level executives
  • Agile, self-starter who can work independently and collaboratively.
  • Advanced Excel skills with a strong understanding of Salesforce.com, other sales applications (i.e. DiscoverOrg, LinkedIn Sales Navigator, etc.) and email marketing strategies.

Experience

  • Bachelor’s degree in a technical or business-related field.
  • 3+ years of experience in sales operations and/or business systems preferably in a software/technology
  • Experience building and/or managing a sales/customer success operations team.

About Quantum Metric

Quantum Metric is a venture-backed startup that recently raised a $25MM Series A round of funding from Insight Venture Partners, a top-tier NY-based firm. The company has amazing client success stories at enterprise-scale that have helped validate our product-market fit and provided compelling examples of our business value proposition.

The typical Quantum Metric customer achieves a full investment payback within three months of beginning to use our real-time digital intelligence platform and, on average, a 376% ROI over three years. We’re thoughtfully scaling out our team to add outstanding talent that is equally passionate about being part of a team that is fast-paced, innovative and values passion, honesty, persistence, and curiosity.

We’re offering you the opportunity to develop your career in a tech space ripe for disruption. If all of this inspires you, then what are you waiting for? Talk to us today!

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • SqlLanguages
    • HTMLLanguages
    • CSSLanguages
    • D3JSLibraries
    • ReactLibraries
    • ReduxLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • BigQueryDatabases
    • Quantum MetricAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM

Location

The Quantum Metric home office is in Colorado Springs, with an additional office in Denver, CO. Both locations are easily accessible by public transportation (we provide eco-passes for commuters), and in areas with a lot of food and activities nearby.

An Insider's view of Quantum Metric, Inc.

Headshot of Trevor

What’s the vibe like in the office?

It's a collaborative, supportive & intellectually challenging vibe. The Denver office has folks from just about every department, so there is always cross functional discussions & problem solving. Every is really sharp as well. It always pushes you to push yourself. We all genuinely enjoy being around one another. Overall, it's really positive.
Headshot of Trevor

Trevor

Senior Product Marketing Manager
Headshot of Jen

How do you collaborate with other teams in the company?

One of the exciting parts about working at Quantum Metric is we don’t work in silos. The Product Support team is at the center of all the action. We collaborate every day with Product, Engineering, Cloud Ops, Customer Success, Marketing....you name it. It really feels like one big team.
Headshot of Jen

Jen

Product Support
Headshot of Jesse

What does career growth look like on your team?

For the Quality Assurance Analyst, the growth opportunity is off the charts! My goal is that individuals in this role spend around 80% doing their daily tasks and 20% doing dedicated learning towards a specific craft. This learning could be directed towards automation, front end or back end engineering, or dipping their toe into product management.
Headshot of Jesse

Jesse

Software Quality Engineering Manager
Headshot of Mario

How do you make yourself accessible to the rest of the team?

I integrate with the team regularly. People can reach out to me any time if they need me; they have my phone number. I care about our people and this company.
Headshot of Mario

Mario

CEO and Founder

What are Quantum Metric, Inc. Perks + Benefits

Quantum Metric, Inc. Benefits Overview

At Quantum Metric, we offer a comprehensive group health plan, time off, competitive salaries, and a work environment that thrives on team collaboration and work-life balance. We understand life happens, and when it does we want our employees to be healthy and happy.

Culture
Volunteer in local community
We support a yearly community clean up on Earth Day, hold multiple events per year to raise money for Charity Water, and each employee gets 8 hours of volunteer time yearly to use at their discretion.
Partners with nonprofits
The company supports Charity: water, a non-profit organization that brings clean and safe drinking water to people in developing countries.
Open door policy
We encourage our employees to openly share ideas, voice concerns, or about anything on their minds!
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Employee awards
Flexible work schedule
Remote work program
Quantum Metric embraces remote work. We provide a home office stipend to make your workspace as effective as possible.
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
QM is committed to 'happy people, diverse and inclusive culture.' We are committed to promoting and hiring diverse individuals while training our managers in DE&I practices.
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
We have six employee resource groups: Mosaic (AANHPI), Pride, QM Parents, QM Women, We Are Black, and Young Dragons. They host multiple events per year and help our employees stay connected.
Hiring practices that promote diversity
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity.
Diversity recruitment program
We source from diverse talent pools, post many of our roles to diverse job boards, and have mandatory bias training for all members on hiring teams.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Medical and Dependent Care
Disability insurance
Voluntary Short-Term and Long-Term Disability insurance to help replace lost income in the event of illness or accident that prevents employees from working.
Dental insurance
Vision insurance
Health insurance
4 health plans to choose from. We cover 99% of our employee + dependent premiums on the base plan option and allow employees to upgrade to more comprehensive plans by paying the difference.
Life insurance
Company paid basic-life insurance in the amount of 50k. Option to include additional voluntary life insurance for employee and dependents.
Wellness programs
We care deeply about the wellness of our employees. Our Wellness Committee hosts multiple events each quarter and we have many wellness benefits provided by the company.
Team workouts
We have activity related slack channels where we help hold each other accountable for getting daily movement! Also- team biking, Burpee Challenge, Global Fitness challenge, and more!
Mental health benefits
Mental Health appointments are fully covered by our company-provided insurance. Employees have access to additional resources through our EAP, telemedicine, and company-paid Calm App subscription.
Wellness days
Financial & Retirement
401(K)
401(K) matching
QM matches 50% of the first 6% of employee contributions to 401k.
Company equity
Performance bonus
Quantum Metric's performance bonus plans includes everything from cash rewards and additional equity.
Charitable contribution matching
Our company matches employees' contributions to a non-profit organization, charity: water.
Child Care & Parental Leave Benefits
Generous parental leave
We provide up to 14 weeks of parental leave for the primary caretaker. We provide 6 weeks of leave for the secondary caretaker.
Family medical leave
Company sponsored family events
Our QM Parents Employee Resource Group has put on several events for our kiddos including live Read-Alouds and a Halloween costume contest.
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
QM offers unlimited PTO and encourages all employees to take time off to recharge.
Paid volunteer time
Earth Day is a company paid half-day where we all get out in our communities and give back to the planet. Employees also get 8 hours of discretionary volunteer time per year.
Sabbatical
The Quantum Recharge program gives a 3-consecutive-week mandatory paid time off to employees after every 3 years of tenure in addition to their standard PTO.
Paid holidays
9 holidays plus 1 floating holiday
Paid sick days
Flexible time off
Bereavement leave benefits
Office Perks
Commuter benefits
We offer a FlexPass for individuals that commute to our Denver Office.
Company-sponsored outings
We have annual holiday gatherings and regional team building activities. We also have our annual LEAP User Conference.
Free snacks and drinks
All of our offices are stocked with snacks and supplies!
Company-sponsored happy hours
Onsite office parking
Free parking at the home office and some paid-for parking at company designated office facility.
Relocation assistance
Offered on a case-by-case situation
Home-office stipend for remote employees
We offer a Work From Home stipend for office supplies for our all new hires.
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
On a case-by-case basis
Lunch and learns
Quantum Metric holds monthly meetings presenting on the new developments in the Product. There is also a monthly CXellence meeting where Customer Success presents use cases and customer wins.
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available
Paid industry certifications
Case by case basis
Personal development training
Virtual coaching services

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