SaaS Customer Success Specialist

2 weeks ago

Columbus, Ohio, United States Quire, LLC Full time
Job Overview

Quire is on the lookout for a Skilled SaaS Customer Success Specialist to become a vital part of our Innovative Team.

THIS POSITION OFFERS REMOTE WORK FLEXIBILITY.

Established in 2010, Quire is recognized as the premier collaborative and adaptable online report-writing platform available. The report-writing process can often be cumbersome and expensive, particularly when multiple contributors are involved. Quire streamlines the writing, tracking, and management of all report-writing initiatives, regardless of the number of participants or their contributions at any given time.

The Quire platform empowers our clients to enhance the uniformity of their reports across various offices and market sectors, facilitating real-time collaboration. Clients utilizing Quire experience time savings exceeding 25% per report, enabling them to improve their profitability and maintain competitiveness in today's dynamic market, all while upholding the quality of their reports.

POSITION SUMMARY:

Reporting directly to the Operations Manager, Quire is expanding our Client Success Management team, which is dedicated to cultivating strategic partnerships with Mid- to Enterprise-level CRE, Environmental, AEC, and IH consultancies. This role presents a genuine opportunity for growth for the right individual.

The Customer Success Specialist (CSS) is a professional dedicated to proactively guiding and managing the client journey, ensuring clients derive measurable value, maintain high satisfaction with their investment, and enjoy an exceptional overall experience. The CSS collaborates closely with the Account Management team to pinpoint opportunities for expanding existing client relationships and devising strategies that foster additional sales while delivering an outstanding user experience.

KEY RESPONSIBILITIES:

  • Act as the primary contact for clients, ensuring an exceptional client experience.
  • Maintain regular communication with assigned accounts to understand their challenges, needs, and requirements, and develop solutions accordingly.
  • Foster strong, long-term client relationships.
  • Serve as the internal advocate who coordinates Quire resources to address client needs or concerns.
  • Act as the main liaison between clients and Quire resources.
  • Proactively conduct regular client evaluations and strategic planning sessions.
  • Identify opportunities for License/Subscription upsells and communicate these to the Account Manager.
  • Monitor unresolved support inquiries related to assigned clients.
  • Lead the renewal processes.
  • Encourage clients to document case studies.
  • Ensure participation in customer surveys.
  • Participate in Monthly Client Steering Meetings.
  • Serve as the Account Owner in Salesforce.

QUALIFICATIONS:

  • Bachelor's degree preferred.
  • A minimum of five years of experience in Account Management or Client Success roles with a focus on upselling and renewals.
  • A collaborative team player.
  • Demonstrated leadership capabilities.
  • Proven ability to manage multiple project timelines effectively.
  • Strong customer service orientation.
  • Technical proficiency with the ability to simplify solutions for non-technical users.
  • Success in developing and implementing organizational, account, and deal strategies.
  • Experience in the environmental, health, or real estate sectors is advantageous but not mandatory.
  • Meticulous attention to detail.
  • Excellent collaboration, communication, and presentation skills.

BENEFITS AND PERKS:

  • Comprehensive Medical, Dental, and Vision Insurance.
  • Paid Holidays, Vacation, and Sick Leave.
  • 401(k) Retirement Plan.
  • Performance-Based Bonus Program.
  • Opportunities for Professional Growth.
  • Remote Work Flexibility.
  • Casual and Flexible Work Environment.

Quire is committed to providing equal employment opportunities to all employees and applicants for employment, prohibiting discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all aspects of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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