Customer Success Manager - Strategic

Overview

Quest Software builds the foundation for enterprise AI with solutions in data governance cybersecurity and platform modernization. More than 45,000 companies including 90% of the Fortune 500 trust Quest to solve their most critical challenges. From securing identities and modernizing platforms to preparing data for AI we help enterprises unlock their full potential. As the Customer Success People Manager you will be accountable for the performance engagement and professional development of a team of CSMs supporting Quest’s most strategic accounts. You will empower the team to deliver superior customer experiences manage escalations and drive measurable business outcomes. You will also serve as a key partner to cross-functional stakeholders across Sales Renewals Product and Support to ensure strategic alignment and continuous improvement. This position is an in-office-based role located in the Domain area of Austin.

What You'll Do22

• 1Owns the customer relationship of a global or large-scale strategic account and actively manages the stakeholder relationship at all levels including executive management technical leaders and strategic roadmap discussions
• 2Develops and nurtures relationships and adjusts value and adoption messaging according to the levels and interests of customer stakeholders
• 3Coaches peers on strategic approaches provides mentorship for Enterprise CSMs to help them grow their knowledge and provide a premium customer experience
• 4Identifies and creates solutions to address Customer Success needs improves effectiveness and efficiency and delivers to or exceeds key customer metrics
• 5Partners with the customer to build a joint plan for success maintaining a detailed understanding of the customer’s business to achieve high levels of customer satisfaction engagement and adoption of Quest technologies
• 6Monitors customer analytics and KPIs to reinforce the value of the customer solution identifies areas to improve customer experience and optimizes the solution
• 7Facilitates Executive Business Reviews in collaboration with Account Management using the Success Plan and business case to demonstrate impact value delivered and growth opportunities
• 8Delivers an outstanding customer experience to support our brand promise of delivering superior outcomes and to support and identify cross-sell and upsell of services and products
• 9Actively monitors customer engagement signals and sentiment logs risks and opportunities in CRM and triggers internal playbooks where applicable
• 10Supports collaboration across Sales Support Product Renewals and Professional Services to ensure continuity and strategic alignment
• 11Acts as an escalation point for high-impact customer issues when necessary ensuring appropriate teams within Quest are engaged for quick resolution
• 12Works within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience
• 13Ability to manage executive relationships and discussions (VP/CxO)
• 14Skilled in bringing in an SAE/AE/ISR to see through upsell opportunities while maintaining executive overlay and ensuring a positive customer experience
• 15Strong knowledge of Customer Success best practices with experience in defining processes and providing enablement programs to promote adoption in CS and across the company
• 16Excellent organizational skills and ability to establish milestones and keep success plans on task
• 17Adept at handling internal and external escalations
• 18Exceptional ability to communicate and foster positive business relationships and comfort facilitating change and being accountable for driving success with customers
• 19Experience in leading adopting and driving change internally or externally
• 20Experience in identifying translating and prioritizing customer issues and needs into business or solution requirements
• 21Demonstrated success as a trusted advisor to senior executives in large organizations and ability to build success plans
• 22Understanding of how organizations measure value realization and drive revenue

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