Customer Success Consultant

QGenda

Location: Burlington, Vermont

Type: Full Time

Education: Bachelor's Degree

Experience: Less than 1 year

As a Customer Success Consultant, you will work with customers to define requirements and apply best practices to implement the QGenda solution aligned specifically to the customer’s targeted business outcomes. You will implement and train new customers towards stabilization and self sufficiency in QGenda and proactively collaborate and consult with customers to help them achieve maximum value, ensuring successful renewal.

Responsibilities:

  • Adheres to all company policies, QGenda workflows, and time-entry requirements.

  • Consistently manages Salesforce and QGenda platforms. This includes maintaining accounts, contacts, TaskRay Projects, and cases in Salesforce, and maintaining Staff Internal Fields in QGenda.

  • Communicates to colleagues, direct supervisor, and other leadership within expected, reasonable time frames.

  • Maintains a professional and positive attitude in all customer and company interactions, both internal and external.

  • Manages customer reworks by developing a clear timeline for completion.

  • Maintains proper internal and external communications to ensure all necessary parties remain aware of implementation goals and project timelines.

  • Understands and addresses customer needs and pain points during Kick-Off and maintains appropriate documentation.

  • Quickly identifies and escalates any potential risks to your project implementations.

  • Ensures that automation, configurations, standardizations, and best practices are accurately completed on time to meet customer expectations.

  • Leverages customer facing tools to further increase admin self-sufficiency by sending webinar trainings, tutorial videos, and resource center tools to reduce CS team workload.

  • Maintains customer satisfaction by completing maintenance on time based on the customer requests.

  • Proactively identifies inefficiencies and works with customer to develop solutions

  • Monitors usage, identifies lack of product use. This includes monitoring for unpublished schedule, automation, requesting, swapping, and registered users.

  • Acts as voice of customer by using feedback to escalate product and process changes.

  • Capitalizes on upsell opportunities (TTCM, Insights, Room Management, Expansion, additional add-ons) if available and beneficial for customer. Communicates information to leadership or sales in a timely manner to ensure growth in revenue.

  • Executes renewal process to identify if customer plans on renewing before invoice is sent.

  • Identifies any possible customer health risks and works with supervisor on action plan to ensure customer renewal.

  • Completes other duties as directed by a member of QGenda management/leadership.

Knowledge, Skills, and Abilities:

  • Strong critical thinking and problem solving skills

  • Demonstrates excellent written and verbal communication

  • Excellent collaboration skills; works well under the direction of others and collaborates well with peers

  • Able to successfully complete the SuccessCOACHING Level 1 and Level 2 program within the first year of employment

Requirements:

  • Bachelor’s degree required, 0-1 years experience

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