Quantum Metric

Quantum Metric is paving the way for Continuous Product Design, which is a cross-team approach to building better digital products faster. The result: Teams agree on priorities, build products customers love, and innovate with speed and confidence.

Our Culture

Our number one goal at QM is happy people, happy culture. In addition, 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

You'll be part of our product support team, providing world-class support communications to our customers. You'll partner with platform engineering and customer success teams to understand issue impact and ensure top customer concerns are prioritized. You will create communication plans and strategies for accounts with critical issues. Your main goal will be to make it easy for our large, enterprise customers to understand the status of their support issues and ensure internal teams are in the loop.

You will have an assigned list of customers that you will be responsible for so you will get to build relationships with key stakeholders. You will have the flexibility to create solutions or improve existing processes in order to increase customer satisfaction with the Product Support organization.

Responsibilities

• Provide ongoing internal and customer-facing communication to a set of named accounts. This includes being a primary contact for questions and special requests, managing critical situations including oversight of critical support issues, being the point of escalation for customer concerns, and providing proactive communication of customer specific information such as planned maintenance or incident reports.
• Triage incoming tickets to validate severity/urgency and proper data for reporting uses.
• Review all tickets associated with assigned customer accounts to ensure they are progressing and have required updates. Meet with the assigned Product Support Engineer to get updates or to discuss prioritization when required.
• Assist Head of Product Support with internal reporting and prioritization of issues for named accounts.
• Attend customer meetings when deemed necessary to review existing Support cases, review monthly support metrics and any other support topics requested.
• Assist the Customer Success account team by providing monthly status reports and by ensuring the AM, CSE and CSBC are aware of all critical situations for assigned accounts.
• Work with Support leadership on any identified process changes that would improve overall customer satisfaction for QM customers.
• Liaison with other functional areas as needed to address customer needs or requests.
• Assist with managing communication and strategic support direction for non-named accounts in high risk status as requested in order to de-escalate the account. Ensure that critical support cases have defined action plans and the customer clearly understands the plan and the agreed upon timelines.
• Other duties as assigned.

Requirements

• Bachelor’s degree in a technology discipline or related field, or equivalent experience
• Minimum of 5 years overall experience in a customer facing role including 3 years in a technical support center and/or 2 years in an account management capacity
• 3+ years of experience with an enterprise software provider
• Strong technical aptitude and demonstrated ability to communicate using standard IT and software terminology
• Ability to effectively and successfully handle customer service issues and conflict situations
• Ability to learn and retain knowledge on new applications and use the knowledge in daily interactions
• Excellent written and oral communication skills
• Ability to read and understand SOWs, contracts and other legal documents
• Ability to prioritize and drive issues to a successful resolution on behalf of the customer
• Demonstrated ability to multi-task and act quickly under pressure

Perks, Benefits, & Compensation

• This will be the best group that you ever work with! We support one another through challenges and win as a team. Your hard work will be well rewarded. Most importantly, you'll be strapped to a technology rocket ship bound for greatness! Your success at Quantum Metric will be a milestone in your career.
• Group benefits
• Medical, Dental, Vision Insurance (99% Medical base plan paid by the Company)
• Employee Assistance Programs (EAP)
• Telehealth options
• Voluntary Life & AD&D, STD, LTD 
• Healthy Rewards – Discount Programs
• 401k and Options / Equity 
• Time off (Paid Vacation, Sick, Holidays)
• 11 company holidays
• 3 weeks (120 hours) accrued vacation
• Sick leave (according to state mandated allocation)
• Parental/Adoption Leave
• Promotional Opportunities 
• Rewards and Recognitions programs 
• One-time stipend for work at home employees
• Flexible work environments
• Employee Discount Program (Perks at Work)
• Employee Referral Program 
• Lead Referral Program
• Latest MacBook Pro and awesome swag delivered to your door
• Supportive and collaborative culture 
• Compensation: $65-80,000

About Quantum Metric

Our mission is to help brands deliver standout digital experiences for their customers. Enterprises are using Quantum Metric to build customer-centric digital products that drive revenue and foster brand loyalty. In 2020, Quantum Metric was ranked 124 in the Inc 5000, a list of America's fastest-growing private companies.

Since our founding in 2015, we’ve been serving Fortune 500 customers across e-commerce, travel and hospitality, financial services and insurance, and telecommunications. 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.

In January of 2021, Quantum Metric secured its place as the first tech unicorn of the year with an above $1 billion valuation and a $200 million Series B funding round, and we are using those funds to accelerate our product and people growth. If your background matches the above role and you’re interested in joining a team of people with exceptional potential from diverse backgrounds, perspectives, and life experiences, we want to hear from you.

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.

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