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Director of Customer Success Business Consulting

| Greater Denver Area
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!

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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 Monument, Colorado, with additional offices in Denver (LoHi) and the Washington DC metro area.

An Insider's view of Quantum Metric

What's something quirky about your company?

"Indy" the cat is our company mascot who lives full-time in our Monument office.

Kyle

Director of Digital Marketing

What projects are you most excited about?

I lead all the recruiting efforts here at Quantum Metric and in 2019 we are going to more than double in size (that's 80 hires...that's 1.5 hires PER WEEK).
I feel like I have the best job here- building the family and talking to people every day about our product and impact.

Kristin

Dir. of Talent & Recruiting

How has your career grown since starting at the company?

As an early member of Customer Success, I became exposed to multiple facets of the business while building client relationships. This provided the chance for me to push my skill set further and get outside of my comfort zone, which Quantum has always encouraged. Now, I have the opportunity to lead our growing enthusiastic Customer Success Team!

Gil

Customer Success Manager

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.

Mario

CEO and Founder

What’s the vibe like in the office?

Everyone here has a voice. We openly express whatever we want to share without judgment and our thoughts or ideas are considered. It's refreshing to be able to do that at this company!

Ro

Executive Business Partner

What are Quantum Metric Perks + Benefits

Quantum Metric 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 the well-being of our employees to be healthy and happy. A healthy work-life balance promotes a happy and productive employee.

Culture
Partners with Nonprofits
The company supports Charity: water, a non-profit organization that brings clean and safe drinking water to people in developing countries.
Daily stand up
Daily Product/Development stand-ups, weekly Sales calls, and monthly All-Hands meetings. We want everyone to be in the know about what great things are happening at Quantum Metric.
Open door policy
We encourage our employees to openly share ideas, voice concerns, or about anything on their minds!
Group brainstorming sessions
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Disability Insurance
100% company paid. Short-Term Disability insurance helps replace lost income in the event of illness or accident that prevents employees from working.
Dental Benefits
We cover 50% of the employee's premiums.
Vision Benefits
We cover 50% of the employee's premiums.
Health Insurance Benefits
3 health plans to choose from with HSA. We cover 99% of our employee's premiums and an option for employees to upgrade to more expensive plan by paying the difference.
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Match charitable contributions
Our company matches employees' contributions to a non-profit organization, charity: water.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 8 weeks of parental leave for the primary caretaker. We also provide 2 weeks of leave for the secondary caretaker.
Remote Work Program
For employees outside our home office location, we have employees across the U.S. who either work from their home office or to a company designated office facility.
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
9 holidays plus 1 floating holiday
Perks & Discounts
Casual Dress
We want our employees to come to work comfortably and is very common to see our employees wearing Quantum Metric T-shirts or pull-overs proudly!
Company Outings
Annual holiday gatherings and team building activities.
Stocked Kitchen
At the home office location.
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
Professional Development Benefits
Promote from within
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