Customer Success and Implementation Manager
We’re a game changing SaaS platform that empowers companies to take charge of product quality. By using our platform to listen to user feedback from both public and private channels, unitQ’s leading AI technology tells companies precisely what bug fixes will have the highest impact. The insights from unitQ drive higher conversion rates, better customer satisfaction and more efficient use of engineering resources.
With a number of world-class companies including Pinterest and Pandora having adopted the service and with a recent Series A led by Google’s Gradient Ventures, unitQ is in hyper growth mode and looking to build a high-performing Sales Team.
About The Role
As the Customer Success and Implementation Manager, you’ll be the main point of contact for our rapidly growing customer base ensuring customers are absolutely delighted with the entire unitQ experience. We are 100% focused on our customers and aim to create raving fans of unitQ. We’re looking for people with a high degree of customer empathy who can lead strategic customer conversations as well as drive processes for our onboarding and training programs. We're still a young team so each member plays an integral role in building the foundation of our future customer success and support organization.
Serve as the point of contact for customers and systematically track and address all customer questions and requests
Lead new customer onboardings working in close conjunction with Sales and Operations teams
Proactively drive improvements for the onboarding process to reduce the time to onboard and improve the customer experience
Develop unitQ training program and train customers on all aspects of the platform
Proactively engage customers through regular touchpoints to deliver insights and help customers operationalize unitQ’s data across their teams
Deeply understand customers' perception of ROI and actively communicate ROI of the unitQ platform
Document and track all activities for accounts in a systematic way and deliver feedback from customers to relevant internal teams
Track indicators of customer churn and drive contract renewals and upsell opportunities
At least 3 years in a customer facing role
High-energy and passionate about making customers successful and helping them exceed their business goals
Passion for technology and an ability to speak knowledgeably about the industry of data analytics
Program or project management experience, ideally focused on onboarding or customer processes
Clear written and verbal communication skills along with the ability to craft compelling presentations for both technical and business audiences
Customer empathy to listen and understand the unique needs of customers
The utmost integrity in your customer interactions and collaboration with unitQ team members
Adaptability to try new ways of doing things with the ability to learn from failures and move on
A commitment to learning
Experience working for a high-growth stage startup (ideal but not required)
A hunger to win and a stellar attitude
What We Offer
We’re an early-stage startup with the stability and funding to offer attractive perks. We have competitive compensation packages and benefits, including paid vacation days, great health benefits, access to wellness programs, and above all, a super fun and supportive team that nurtures career and personal growth.
At unitQ, we believe that a diverse and inclusive team is key to building a great product. We celebrate the different cultures, perspectives, and experiences reflected across our team and will continue to build a diverse team as we grow.