QA Symphony
  • Customer Service
  • Atlanta, GA, USA
  • Salary
  • Full Time

Customer Success Manager

The QAS Customer Success Manager (CSM) will report to the Director Customer Success and be assigned to a number of QASymphony's enterprise accounts. The CSM is responsible for ensuring those customers get the most value from their qTest Platform. A CSM establishes deep and lasting customer relationships by providing customers with strategies for using QAS solutions that align directly to the customers' larger business objectives, and providing technical leadership.

As a CSM, you will develop strong relationships connecting with Engineering/Testing stakeholders to develop a strong understanding of their business requirements and goals. Building on this knowledge, you will develop a strategic engagement plan for the account, facilitating use of the QAS solution as the customer transitions into new testing processes such as DevOps/Agile/Automation. As the primary contact, you will manage ongoing relationship activities and ensure the long-term success of the account.

Primary Responsibilities

  • Own overall relationship with assigned clients, which include, increasing adoption, ensuring retention, and overall satisfaction.
  • Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
  • Develop, prepare, and nurture customers for advocacy.
  • Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
  • Advocate customer needs/issues cross-departmentally.
  • Program-manage account escalations.

 

Key Requirements

  • 5+ years experience with Customer Success or key account Relationship Management increasing customer satisfaction, adoption, and retention.
  • Exceptionally strong customer orientation and proven ability to drive value of products and services with customers.
  • Familiarity working with clients of all sizes including strategically-important large enterprise clients.
  • Impeccable written and verbal communication skills.
  • Detail orientation and a strong analytical mindset.
  • Strong team player coupled with a self-directed work style.
  • Prior success in a fast paced, entrepreneurial environment requiring multi-tasking, frequent reprioritization and a strong sense of urgency.
  • Strong interest in technology and proficiency with MS Office suite.
  • Tenacious approach to collaboration, developing relationships, securing resources and seeking assistance to deliver results.
  • QAS staff is responsible for complying with organization-wide information security policies, standards, guidelines, and procedures including reporting security incidents.

 

QASymphony delivers a leading testing tool for agile team software development. Founded in 2011, QASymphony currently supports over 500 customers across 30 countries.

QASymphony offers an engaging team-oriented environment, competitive compensation/benefits and a Marta-accessible office location in Buckhead.

QASymphony is an equal opportunity employer: M/F/D/V

 

 

QA Symphony
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