Customer Success Business Consultant

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Quantum Metric

Quantum Metric helps organizations build better digital products faster. Our platform for Continuous Product Design gives business and technical teams a single version of truth that’s fast, quantified, and grounded on what customers actually experience. The result: Teams agree on priorities, build products customers love, and innovate with speed and confidence.

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.  

About the Role

Quantum Metric is seeking a persistent, passionate and detail-oriented Business Consultant (CSBC) to join our growing Customer Success team. The right person is a thoughtful strategist who will bring knowledge of the Digital / CXM space, innovative ideas, and creative solutions to help clients achieve results. The CSBC is responsible for overseeing client adoption, growth, and retention. They take ownership of the client relationship during the on-boarding process and engages regularly to provide customized recommendations, help clients overcome challenges, and partner with key stakeholders to increase the effective use and adoption of the Quantum Metric platform. The CSBC’s performance is based on client utilization of the platform, engagement with Quantum Metric as a strategic partner, overall satisfaction and retention.

Responsibilities

  • Develop a consultative relationship with each account, training and enabling customers to solve business challenges leveraging the Quantum Metric platform, and providing guidance on best practices to achieve desired outcomes
  • Proactively analyze customer data to derive insights, shared in the form of executive-level presentations, to inform optimization of digital experiences.
  • Develop a keen understanding of each customer's priorities and key business initiatives, to identify where Quantum Metric can enable them to effectively execute on their digital strategy
  • Regularly interface with customers to drive adoption of the Quantum Metric platform, ensure value realization through our partnership, and foster continuous improvement of the customer's digital experiences. Travel up to 20% to visit onsite client locations
  • Establish and maintain expert level knowledge of Quantum Metric's product capabilities & configuration options to guide customers on optimal methodology for solving challenges.
  • Create presentations to summarize opportunities for site optimization and revenue recovery. Present findings with recommendations and supporting analysis to client stakeholders of all levels, ranging from executives to individual contributors.
  • Partner with sales and account team members to manage renewals and pursue upsell opportunities
  • Proactively identify at-risk accounts and coordinate the execution of mitigation plans to prevent churn
  • Serve as the voice of the customer internally at Quantum Metric: advocating for customer needs, escalating issues, providing input into the development of new features, and participating in product roadmap prioritization

Requirements

  • 3+ years serving in a digital consulting or analytics client-facing role
  • A solid understanding of eCommerce, web technologies, digital analytics, and best practices for UX/UI. Familiarity with HTML or CSS is an advantage.
  • Experience with digital analytics or site optimization platforms, such as Adobe Analytics, Google Analytics, Heap, Tealeaf, Optimizely, Maxymiser, or Adobe Target
  • Excellent problem solver, who is able to creatively solve business challenges leveraging the various data points at his/her disposal
  • Ability to synthesize complex problems in an easily digestible format to a wide range of audiences, including those that are non-technical
  • Socially competent and able to connect with a diverse audience: senior leaders, middle managers, and individual contributors, both technical and non-technical
  • Strong project & time management skills. Must be able to multi-task while juggling the needs of multiple clients. Able to adapt quickly to changing priorities and capable of operating in an ambiguous environment.
  • Empathetic to client concerns and passionate about empowering customers to succeed
  • Excellent verbal and written communication skills with exemplary presentation skills.
  • Must be able to analyze data and draw meaningful conclusions

About Quantum Metric

Since our founding in 2015, a growing list of brands have taken the Quantum Leap, including lululemon, IHG, and Carhartt. In 2019 Quantum Metric earned recognition for its revenue growth and product innovation from Deloitte (Top 100 fastest growing companies), CNBC (Upstart 100 most innovative companies), Gartner (Cool Vendor) and Ernst & Young (Entrepreneur of the Year).

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!

The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Quantum Metric reserves the right to change, edit, and add duties and responsibilities of all job descriptions at any time, at its sole discretion, and to notify the respective employee accordingly. 

Quantum Metric is an E-Verify employer: https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

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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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