Customer Success Manager

Why it’s worth it:

Are you a team player who thrives in a fast-paced, customer facing environment? As a Service Delivery Manager at ReliaQuest, you will be driving cross functional engagement amongst every department to deliver value and success for each of your accounts based on their unique business model. In addition, you will play a critical role in understanding and shaping the right experience for each customer through an advisory approach – defining and delivering the positive business outcomes through our platform, GreyMatter. Pursuing this role at RQ will sharpen your presentations and problem-solving skills as well as your technical knowledge by putting you in front of stakeholders of some of the world’s most trusted brands. Ultimately, this career move will allow you build lasting relationships with customers as well as have a direct impact on the future of ReliaQuest.

The everyday hustle:

• Serve as the main point of contact for internal and external teams, ensuring that the client relationship develops and evolves as business needs change.
• Become a subject matter expert on assigned clients, their organization, reporting structure, and initiatives to help drive results.
• Develop and implement effective communication strategies needed to lead successful conversations with senior executives and key stakeholders globally.
• Prepare and facilitate in-depth presentations to senior executives, demonstrating progress and return on their investments with RQ.
• Tailor messaging to different audiences, ensuring clear and effective communication from the C-suite to the more technical teams.
• Create and manage detailed project schedules that include deliverables, processes, and contingencies for each team to execute on.
• Clearly define and communicate roles and responsibilities to all internal and external team members involved in the customer’s journey to security confidence.
• Direct internal teams using standard departmental policies, processes, and documentation guidelines for successful roadmap delivery.  
• Capture client reporting needs and work with internal teams to compile meaningful metrics and data.
• Identify and recommend opportunities for service expansion based on your understanding of the RQ solution and the customer’s needs.
• Responsible for executing 110% contract renewal and upsell of services.

Do you have what it takes?

• Completed Bachelor's degree or higher education.
• At least one year of account management experience or related.
• Proficient with MS Word, Excel, PowerPoint, and OneNote.
• Exceptional organization skills and ability to prioritize.
• Strong emotional intelligence and ability to work effectively with others. 
• Effective communication skills, including the ability to provide constructive feedback and have difficult conversations with external and internal teams.
• Possess the skills necessary to be flexible, agile, and adaptable while navigating through changes and/or adjustments with customers.
• Strong problem-solving skills and ability to identify unique solutions to complex problems.
• Desire to be immersed in an ever changing, fast paced industry and willingness to learn the level of technical acumen necessary for effective external and internal communication.
• Ability to demonstrate good attitude, energy, and effort.

What makes you uncommon?

• Experience with ticketing systems (JIRA, SNOW, etc.) or CRM tools.