This fast-paced role reporting to the Senior Sales Manager is responsible for key aspects of customer success within managed (Fortune 1000) accounts. The role requires a highly technical mindset matched with excellent interpersonal and customer-facing skills, emphasizing customers continued business success. Ideal candidates have a strong technical aptitude paired with significant experience working directly with customers through sales and/or support. The ultimate objective is to drive customer acquisition and revenue growth by supporting complex sales cycles while building loyalty through superior customer service, technical expertise, and advanced problem-solving. Intuit QuickBase is looking for a candidate that can develop and manage all aspects of customer success planning, process, and execution. You will develop systems and best practices to ensure customers get the most value out of our product(s) while encouraging wide-spread adoption. You will develop strong customer relationships, serve as a technical expert and customer advocate, manage technical escalations from support teams, advise customers on using QuickBase to solve critical business problems, and be able to assist in product training. Candidates must have strong technical aptitude and understanding of relational database concepts and SaaS technologies. Candidates must also possess excellent communication, project management, people management, and customer service skills.
Sales Support: Collaborate with Account Manager(s) on account plans & growth opportunities, participate in discovery calls, and deliver solution demonstrations. Manage RFP/RFI/Security Reviews. Provide presale engineering support, including technical proof of capabilities.
Onboard New Customers: Guide new customers through an onboarding process to ensure their success with the QuickBase platform. Manage technical implementations. Assist with prototype application development, share best practices, collaborate with solution-provider partners, and advise customers to ensure solution(s) perform to expectations
Support Existing Customers: Cultivate relationships with technical personnel, develop and deliver best practices re: application design, performance, and usability. Demonstrate capabilities and new features, manage risk and escalations, implement advanced product features, and act as liaison between the customer and QB Customer Care. General Activities
Develop and manage all aspects of the customer success process
Provide product information, usage tips and other helpful information to customers
Identify additional potential revenue streams based on the customer business strategy and needs
Become a trusted advisor to all levels within your customers organization, including C-level
Contribute to our thought leadership and best practices for business transformation
Contribute to the product roadmap by advocating customer priorities
Communicate effectively with internal groups; operations, support, sales, engineering and marketing.
Continuous improvement of process and execution to drive better results as measured by success metrics
BS/BA with 3 years in sales, support and account management roles within enterprise software industry
3 recent years of experience as a hands-on Customer Success Manager for a SaaS company
Relational Database experience
General Web services knowledge
Business process and workflow experience
Experience delivering technical and business solutions to Fortune 500 organizations
Experience in selling integrated software or web services with complex sales cycle
Experience working with C level executives and technical staff
Strong presentation, communication, prioritization, and negotiation skills
Excellent interpersonal and leadership skills
Proven team player
Willingness to travel Imagine a career where your creative inspiration can fuel BIG innovation. Year-over-year, Intuit has been recognized as a best employer and is consistently ranked on Fortunes â€œ100 Best Companies To Work For" and Fortune Worlds "Most Admired Software Companies" lists. Immerse yourself in our award winning culture while creating breakthrough solutions that simplify the lives of consumers and small businesses and their customers worldwide. Intuit is expanding its social, mobile, and global footprint with a full suite of products and services that are revolutionizing the industry. Utilizing design for delight and lean startup methodologies, our entrepreneurial employees have brought more than 250 innovations to market from QuickBooks, Quicken, and TurboTax, to GoPayment, Mint.com, big data, cloud (SaaS, PaaS) and mobile apps. The breadth and depth of these customer-driven innovations mean limitless opportunities for you to turn your ingenious ideas into reality at Intuit. Discover what it is like to be part of a team that rewards taking risks and trying new things. It is time to love what you do! Check out all of our career opportunities at: http://jobs.intuit.com/. Intuit is an Equal Opportunity Employer.
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