Director of Customer Success Business Consulting
About You
Quantum Metric is seeking a persistent, passionate and detail-oriented Director for the Consulting group to join our growing Customer Success team. The right person is a true leader, thoughtful strategist with digital experience who can build and lead a team of Consultants.
The Role
The Director of our Consulting team is responsible for overseeing client adoption, growth, and retention. The Director takes ownership of managing and building a team of digital consultants who manage client relationships, provide digital expertise, and engage regularly to provide customized recommendations. In addition, the team helps clients overcome challenges and partners with key stakeholders to increase the effective use and adoption of the Quantum Metric platform. The Director’s performance is based on the team success in client utilization of the platform, engagement with Quantum Metric as a strategic partner, overall satisfaction and retention, as well as employee retention and team building.
Responsibilities
- Build, manage and lead a global team of digital consultants.
- Orchestrate the overall relationship for assigned client accounts with focus on adoption, satisfaction, and retention. Oversee daily interactions to deliver an exceptional customer experience.
- Connect with client stakeholders on a regular basis, understand their priorities and identify where Quantum Metric can enable them to effectively execute their digital strategy
- Develop a consultative relationship with clients, provide insight reports and guidance on best practices for leveraging Quantum Metric to solve problems and achieve business objectives
- Check-in regularly with clients to facilitate working sessions, product demos, executive briefings and client appreciation activities. Travel up to 20% to visit client locations
- Establish and maintain expert level knowledge of product capabilities & configuration options to leverage the Quantum Metric platform to measure performance, identify user struggle, and surface meaningful insights
- Create presentations to summarize opportunities for site optimization and revenue recovery. Present findings with recommendations and supporting analysis to client stakeholders
- 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 customer needs, escalating issues, providing input into the development of new features, and participating in the prioritization of the product roadmap
Requirements
- 7+ years serving in a Customer Success Management position, related client-facing role: Consulting/ Professional Services, or a Digital Product/Marketing position. Experience in interviewing, hiring, onboarding , leading and growing a team.
- A solid understanding of eCommerce, web technologies, digital analytics, and best practices for UX/UI - A must!
- Experience with digital analytics solutions such as Adobe Analytics, Google Analytics, Heap, Tealeaf, Optimizely, Maximiser, or Adobe Target – A must!
- 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 employees’ pains and clients’ concerns and passionate about empowering both employees and 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
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!