Customer Success Manager - Quext at Madera Residential LLC in Lubbock, Texas

Job Description:

Quext strongly believes that a company's people are its most important asset. We feel it takes more than just money and benefits to attract and retain good employees. It is a company's culture, values and mission which will set it apart from the competition. These are the guiding principles that inspire us each day to make our work life enjoyable, rewarding and fun. We are searching for self-motivated, passionate individuals who are ready to find their career and do it the Quext Way!

Employee Testimonial

Job Summary:
The Customer Success Manager (or CSM) position is critical to the ongoing mission and success of Quext. The focus of the CSM should be in the support, retention, and updates to the Quext customer base. The CSM will be the first point of contact once a client becomes a customer of Quext. The CSM should possess skills and experience in customer facing situations and must show an ability to handle and resolve conflict. Previous customer facing sales experience a must or experience in Multifamily space. The Quext CSM will keep the Quext CRM tool updated and current for reporting and forecasting purposes. The CSM may work with the Customer Support, team in implementing short-term and long-term strategies for customer retention

Responsibilities and Essential Functions:

Extensive experience in customer success or equivalent client facing role, e.g. account management/sales, and ability to establish credibility with clients.
Proven track record of providing business advice to clients and helping them achieve their outcomes.
Evidence of building strong relationships with senior stakeholders and navigating client organizations effectively.
Sophisticated questioning skills and able to gain commitment from clients at each stage of the customer engagement process.
Shows the leadership and drive to make things happen, and collaborates effectively with other colleagues.
Analytical mindset and demonstrates the ability to think and act strategically.
Has previously established himself/herself as a center of expertise for a particular topic or aspect of customer success.
Proactively identify information about customer service risk and partner with customers to reduce or eliminate risk.
Coordinate and execute proactive consulting to both internal and external teams as it relates to third party information.
Support business related projects and initiatives that influence customers to make solid business decisions.
Escalate and manage any sales / customer issues to your supervisor.
Provide ad hoc support on special departmental goals, objectives, and initiatives.
Perform quarterly (or annual) business reviews with customers.
Some travel will be necessary. Position may require on-site visits with specific customers.

About You:

You have a desire to work in a very fast moving start up forward leaning, and modern technology environment.
You have a strong desire to continually learn about new technologies.
You possess strong conceptual thinking and communication skills.
You can work well under minimal supervision.
You are a demonstrated leader with team-oriented, interpersonal skills and the ability to interface effectively with a broad range of people and roles, including upper management, IT leaders, and external third parties.
You maintain calmness and clarity of thought under pressure and ability to maintain confidentiality.
You demonstrate strong ability to analyze information and data.
You demonstrate strong subject matter expertise and sound judgement when analyzing customers.
You operate in a collaborative manner to effectively assess risk while maintaining business relationships.
You communicate technical issues to non-technical people.
You demonstrate collaborative partnership skills for working with various points of contacts.
You demonstrate capacity to think broadly but go deep into subject matter when needed.

Basic Qualifications:

Bachelor's Degree in a related field or 5+ years of relevant experience.
At least 3 years of business retention and development or sales experience required.
At least 2 years of experience in a technology environment preferred.
Ability to use specific software including Microsoft suite, Google suite, Salesforce and additional software to come.

Madera Companies is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, gender, gender identity or expression, genetic information, marital status, sexual orientation, national origin, disability, age, veteran status, or any other characteristic protected by federal, state, or local law.