VP Account Management
đ˛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.
đOur 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.Â
đ About the Role
As the VP of Account Management, your strategic and empathetic Customer Success (CS) leadership will help Quantum Metric retain our customers, empower our Account Management team, and guide the growth of this new Continuous Product Design (CPD) category we are poised to lead.
Our customer base is steadily growing, and we choose to support every new and existing customer by connecting their content efforts to business outcomes. Youâll take the lead on those efforts. Some key verticals youâll focus on will be onboarding, product adoption, customer advocacy, data analytics & reporting, customer support, and customer renewals.
Our Account Management team is a lean organization of intelligent and driven individuals, dedicated to helping our customers make the best use of our platform and ultimately derive outcomes from the intelligence they gather from using CPD.Â
You'll know this role is right for you if youâd describe yourself as an energetic leader with a knack for operational proficiency, a customer-facing aficionado, a data analysis & reporting nerd, and an empathetic and experienced people manager. You will report directly to our Chief Customer Officer. We are looking for a thought leader in the CS space, and hope you would like to be a voice to the greater CS community.
đ§ Responsibilities
- Drive Customer Success Outcomes For Quantum Metric:
- Minimize churn by driving product adoption and increasing customer satisfaction, leading to impeccable customer health scores
- Motivate customer advocacy through references to prospects
- Act as an executive sponsor for high-profile customers
- Build and foster relationships with all customers, as well as our partnership ecosystem
- Foster a company-wide culture of Customer Success
- Define and Optimize The Customer Lifecycle
- Alongside your CS Managers: onboard, train, and manage Customer Success functions for our clients including renewals, cross/up-sells, and customer advocacy programs
- Identify insights in our clientâs feedback to company's products based on client feedback, and provide strategic recommendations to drive product innovation and roadmap
- Standardize success plays at each point in our client journey, especially for common risk factorsÂ
- Define segmentation of our customer base and build scalable support strategies
- Optimize how Quantum Metric delivers value-added reporting and analysis to our customers
- Facilitate successful implementations and integrations with our client and partners
- Measure Effectiveness of Account Management
- Define your teamâs operational metrics for Leadership & Board of Directors
- Establish important metrics and a system for reporting to Revenue Leadership
- Create a cadence for client health reviews and track success
- Manage, Lead, & Develop Your Team
- Foster an environment of collaboration both internally and externally
- Source new high-potential contributors to join your team
- Create rapid onboarding process for new team members
- Encourage and support continuous learning within your team through mentorship and programming
- Reward great work from your team members and uplift themÂ
- Coach and up-skill junior team members
đĄ Requirements
- At least ten years of leadership experience in customer-facing organizations
- Diverse experience working with Enterprise level customers
- The ability to manage and influence through persuasion, negotiation, and consensus building
- A keen sense of customer empathy and responsibility for growing company revenue
- A deep understanding of recurring revenue business models
- Experience analyzing data and translating customer insights into storied outcomes
- A curious, analytical, and process-oriented mindset with a demonstrated desire for continuous learning and development
- Enthusiastic and creative leader with the ability to inspire and mentor direct reports
- Excellent interpersonal communication and presentation skills
We appreciate but don't require...
- Knowledge of how content marketing is created, distributed and monitored
- Success rolling out Gainsight, Catalyst, Totango, or other CS platforms
- Experience working in or relating to the CX industry
- Specific experience in professional services delivery
đ 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, LTDÂ
- Healthy Rewards â Discount Programs
- 401k and Options / EquityÂ
- 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 OpportunitiesÂ
- Rewards and Recognitions programsÂ
- One-time stipend for work at home employees
- Flexible work environments
- Employee Discount Program (Perks at Work)
- Employee Referral ProgramÂ
- Lead Referral Program
- Latest MacBook Pro and awesome swag delivered to your door
- Supportive and collaborative cultureÂ
- Compensation: $200,000 base, $100,000 bonus
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, weâve 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 youâre interested in joining a team of people with exceptional potential from diverse backgrounds, perspectives, and life experiences, we want to hear from you.
Â
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.
The personal data you share will be used by Quantum Metric as set forth in our Job Applicant Privacy Notice.
#LI-REMOTE
#BI-Remote