Q4 is hiring a
Customer Success Associate, Remote - United Kingdom

Summary

The Client Success Associate (CSA) will manage a portfolio of clients, build and maintain relationships, ensure client success, and drive product adoption and revenue at Q4 Inc., an AI-driven IR Ops Platform company. The CSA should have superior client engagement skills, outstanding communication skills, ability to handle pressure, team player with a growth mindset, self-starter, knowledge of or ability to learn common client success platforms such as Salesforce, and 1-2 years of relevant work experience.

Requirements

• Superior client engagement and empathy, demonstrates success in building and maintaining effective client relationships, particularly with those in decision-making roles
• Outstanding communication and listening skills
• Ability to handle pressure, engage in difficult conversations and adapt to a changing work environment
• A team player with a growth mindset
• A self-starter who solves problems independently by exercising judgement based on available information
• Provides creative insights and/or solutions to address client/organizational challenges
• Knowledge of or ability to easily learn common client success platforms such as Salesforce
• Demonstrated ability in remote training/onboarding skills via telephone and/or screenshare
• 1 - 2 years of relevant work experience, preferably in customer facing roles
• University or college degree

Responsibilities

• Retain clients by proactively engaging with them at defined points in the lifecycle to ensure they achieve their desired outcomes while using Q4’s products and services
• Onboard new clients, contributing to improving the client experience
• Track and monitor account health including usage, satisfaction, support cases
• Drive product adoption and enablement (as per roadmap)
• Escalate issues to appropriate internal resources as necessary
• Expand Client Lifetime Value by becoming a knowledge expert on all Q4 products and services; positioning upsell or cross-sells revenue where applicable
• Work cross functionally to relay identified revenue opportunities and support the sales process
• Initiate and partner on the renewal process as subscriptions approach their renewal date(s)
• Manage client relationships and advocate for the client in all interactions
• Ensure a timely response to inbound requests via email and phone
• Provide onboarding/training for the Q4 platform and service model
• Coordinate quarterly earnings events for clients
• Partner with internal teams to ensure a successful event
• Collaborate with internal teams and resolve client issues with urgency
• Acquire and maintain a strong working knowledge of the Investor Relations industry and keep apprised of its regulations, trends and best practices

Preferred Qualifications

Strong knowledge of, or experience with, financial/capital markets

Benefits

• Health, wellness & lifestyle benefits to balance your heart, mind, and body
• Pension matching incentives to support your financial health
• Flexible paid time off so you can truly recharge and enjoy life
• Choose your home, one of our trendy offices, or mix it up with our flexible working environment
• Virtual team building and socials, keeping people connected is important to us
• A fantastic culture to top it all off!