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May

Customer Success Senior Advisor - Australia-remote

Quest - Australia,

IT
Source: uWorkin

JOB DESCRIPTION

Quest Software Customer Success is looking for a Principal Customer Success Manager (PCSM) to join us. In this role, you will put customers first while working in a post-sale environment and as a critical part of our customers' adoption Quest Software Platform Management Solutions. The PCSM will be responsible for managing 4-6 large or enterprise customers . You will serve as a point of contact, establishing relationships with our customers and helping guide them to success. You’ll share best practices, provide advice, help develop deployment plans, and assist the customers with operationalizing the offering to achieve their objectives.

-Provide best practices, technical advice, and guidance regarding the implementation, deployment, support and operation of Quest Products with the customer's technology and IT infrastructure

-Serve as a customer advocate, helping shape product roadmap and improvement

-Lead customer onboarding experience, adoption, and expansion

-Develop a solid partnership with customer stakeholders, influencers, and decision makers

-Advise customers on how to best use Quest Software solutions

-Identify and escalate problems to the support and engineering teams

-Gain a deep understanding of typical business challenges faced by our customers to help prioritize the product roadmap

-Run periodic business reviews with large customers

-Identify risks to renewals on an ongoing basis and collaborate internally to remediate customer concerns

-Establish relationships with customer executive sponsors with frequent communication cadence to strengthen relationships while uncovering new opportunities

-Assist with monitoring and scoring account metrics, including customer satisfaction, upsell and cross-sell lead identification, reference ability, renewal likelihood, adoption, consumption, and customer engagement

-Responsible for identifying potential areas of concern for customers before they arise

-Make recommendations based on their recognizing a customer’s current and future technology needs during their continued business relationship, and assist with planning activities relating to our technologies in use.

-Provide assistance and collaboration with Support, R&D, Professional Services, Product Managers and Account Teams

-Bachelor’s Degree in related field of the technical industry or equivalent experience

-5+ years of experience working in professional services, technical presales, customer success, consulting, or similar roles related to promoting customer success and adoption

-Solid consulting or project management skills; proven results working as a reliable adviser to grow business value for customers

-Proven ability to adapt to new technologies and learn quickly

-Demonstrated presentation skills, including confidence and comfort over the phone and in front of audiences both small and large

-Excellent, advanced written and verbal communication skills

-Strong conflict resolution and negotiation skills

-Strong personal organization skills, as well as prioritization and time management skills

-Ability to manage multiple, complex, high-priority tasks and situations across multiple accounts

-Excellent problem-solving skills, with a demonstrated ability to identify issues, solve them quickly and thoroughly, using peers and internal resources as applicable.

Preferences

-Additional experience with Quest One Identity products

- Experience with Microsoft technolgy and solutions.

- Prefrably from Sydney Area.

Company Description

At Quest, we create and manage the software that makes the benefits of new technology real. Companies turn to us to manage, modernize and secure their business, from on-prem to in-cloud, from the heart of the network to the vulnerable endpoints. From complex challenges like Active Directory management and Office 365 migration, to database and systems management, to redefining security, and hundreds of needs in between, we help you conquer your next challenge now.

We’re not the company that makes big promises. We’re the company that fulfills them.

We’re Quest: Where Next Meets Now.

Why work with us!

-Life at Quest means collaborating with dedicated professionals with a passion for technology.

-When we see something that could be improved, we get to work inventing the solution.

-Our people demonstrate our winning culture through positive and meaningful relationship.

-We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.

-Our team members’ health and wellness is our priority as well as rewarding them for their hard work.

Quest is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Come join us. For more information, visit us on the web at http://www.quest.com/careers.

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