Customer Success Associate

Summary

The job is for a Client Success Associate at Q4 Inc., an AI-driven IR Ops Platform company. The role involves managing a portfolio of clients, building and maintaining relationships, ensuring client success, and educating clients on the benefits of Q4’s products and services.

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

• Proactively engage with clients at defined points in the lifecycle to ensure clients achieve their desired outcomes while using Q4’s products and services
• Onboard new clients contributing to our focus on 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
• 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

Special consideration will be given to candidates possessing a 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!