Customer Success Associate

September 7

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Q4

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Q4 is a leading capital markets communication platform provider.

Investor Relations Websites • Webcasting • Mobile Applications • Capital Markets Intelligence • Corporate Websites

501 - 1000

Description

• The Client Success Associate (CSA) is responsible for directly managing a portfolio of clients; building and maintaining relationships while ensuring success at each stage of the client lifecycle. • We are looking for someone that clients see as a trusted advisor, demonstrates professionalism, is very organized and has excellent problem-solving skills. • By developing a deep understanding of the client portfolio, you will be well positioned to educate your client on the ways they can benefit from Q4’s products and services. • Proactively engage with clients at defined points in the lifecycle to ensure clients achieve their desired outcomes while using Q4’s products and services. • Onboard new clients contributing to our focus on improving the client experience. • Track and monitor account health including usage, satisfaction, support cases. • Drive product adoption and enablement (as per roadmap). • Escalate issues to appropriate internal resources as necessary. • Become a knowledge expert on all Q4 products and services; positioning upsell or cross-sells revenue where applicable. • Work cross functionally to relay identified revenue opportunities and support the sales process. • Initiate and partner on the renewal process as subscriptions approach their renewal date(s). • Manage client relationships and advocate for the client in all interactions. • Ensure a timely response to inbound requests via email and phone. • Provide onboarding/training for the Q4 platform and service model. • Coordinate quarterly earnings events for clients. • Partner with internal teams to ensure a successful event. • Collaborate with internal teams and resolve client issues with urgency. • Acquire and maintain a strong working knowledge of the Investor Relations industry and keep apprised of its regulations, trends and best practices.

Requirements

• Superior client engagement and empathy, demonstrates success in building and maintaining effective client relationships, particularly with those in decision-making roles • Outstanding communication and listening skills • Ability to handle pressure, engage in difficult conversations and adapt to a changing work environment • A team player with a growth mindset • A self-starter who solves problems independently by exercising judgement based on available information • Provides creative insights and/or solutions to address client/organizational challenges. • Knowledge of or ability to easily learn common client success platforms such as Salesforce • Demonstrated ability in remote training/onboarding skills via telephone and/or screenshare • 1 - 2 years of relevant work experience, preferably in customer facing roles University or college degree • Special consideration will be given to candidates possessing a strong knowledge of, or experience with, financial/capital markets