Customer Success Business Consultant- East Coast

Quantum Metric Inc.; United States; Remote; USD 75,000 - 125,000; Full time

Job summary

An innovative firm is seeking a Customer Success Business Consultant to empower clients through the Quantum Metric platform. In this exciting remote role, you'll drive client enablement, providing tailored training and actionable insights that enhance digital experiences. Your expertise will be pivotal in fostering strong relationships with globally recognized brands, ensuring they gain maximum value from our solutions. Join a passionate team where your contributions will not only impact customer success but also shape your career in a dynamic and supportive environment. If you're ready to elevate your professional journey, this opportunity awaits you!

Benefits

Medical, Dental, Vision Insurance

Unlimited Paid Time Off

401k with employer match

Flexible work environment

Employee Discount Program

Promotional opportunities

Monthly business expense stipend

Work-at-home stipend

MacBook provided

Collaborative culture

Qualifications

• 2+ years in digital analytics or consulting roles.
• Ability to analyze data and make recommendations.

Responsibilities

• Teach customers to analyze data using the Quantum Metric platform.
• Develop consultative relationships with clients to improve business results.

Skills

Digital Analytics

Data Analysis

Client-Facing Experience

Presentation Skills

Time Management

Education

Bachelor's Degree

Tools

Quantum Metric Platform

Job description

Our Culture

Quantum Metric's number one objective is happy people, diverse and inclusive culture. We’re passionate about empowering our people to become the best version of themselves, offering coaching and training programs designed to accelerate their career in whatever direction they choose.

As a remote-first company, we understand the importance of building an engaged, diverse, and fun place to work. We hold regular company-wide events, seasonal challenges, and Quantum Metric sponsored local outings when Zoom becomes too much. We also have a number of Employee Resource Groups that provide spaces to discuss, share, and reflect on topics that impact us both inside and outside of work - from being new to SaaS or navigating it as a first-time parent, to overcoming the barriers faced as Black, Hispanic, Asian American and Native Hawaiian/Pacific Islander, LGBTQIA or other underrepresented backgrounds.

We are also passionate about the connections we build with our customers. You’ll not only work with some of the world’s most recognized brands, but build lasting relationships.

At Quantum Metric we value all types of experience and education and don’t expect you to meet every qualification for this position. We are most interested in the unique perspective you can bring and your ability to uphold our values of passion, persistence, and integrity.

About the Role

The Customer Success Business Consultant (CSBC) will drive client enablement of the Quantum Metric platform, while ensuring that customers receive tangible business value through our partnership. The CSBC regularly engages with customers to provide tailored training aligned to organizational use cases, teaches customers how to apply our technology to solve key business obstacles, and provides in-depth quantitative analysis to obtain measurable insights that improve digital experiences. The CSBC's performance is assessed based on overall account retention, customer utilization/adoption of the platform, and insights derived through our partnership with customers.

Responsibilities

• Teach customers how to analyze their quantitative data using the Quantum Metric platform to surface defects and optimization opportunities across digital experiences.
• Provide training sessions across a plethora of use cases to enable customers to solve business obstacles across business and technical organizational functions.
• Develop a consultative relationship with each client through an in-depth understanding of their business model, strategy, digital properties, key initiatives, business goals, and key performance indicators.
• Improve customer business results through taking action on insights surfaced through the Quantum Metric platform.
• Provide guidance on use case best practices for leveraging Quantum Metric to solve business problems and execute on their digital strategy through daily client interactions.
• Conduct regular working sessions with clients, product demos, and executive briefings. Travel up to 20% of the time to visit customers and provide enablement onsite.
• Proactively analyze customer data using the Quantum Metric platform to surface data-driven improvements to digital experiences.
• Create presentations that summarize actionable opportunities for digital optimization and revenue recovery. Present findings with data-driven recommendations and aiding analysis to key client partners.
• Proactively identify at-risk accounts based on low platform usage, while creating & executing an action plan to drive platform adoption through business value.
• Establish and maintain expert level knowledge of Quantum Metric product capabilities & configuration options to enable customers to surface actionable insights.
• Serve as the voice of the customer internally at Quantum Metric, advocating for customer needs and providing input into the development of new platform features.
• Partner with account team to secure renewals and support upsell opportunities through enablement and business value.

Requirements

• 2+ years serving in a digital analytics or consulting role.
• Must be able to analyze quantitative data to draw meaningful conclusions and make data-driven recommendations. Enjoys solving complex problems without straightforward solutions.
• Must be a self-starter, who thrives in fast-paced, start-up environments.
• Must have client-facing experience and be comfortable in a training / subject matter expert (SME) capacity.
• Excellent verbal and written communication skills with exemplary presentation skills. Must be comfortable training large audiences of 50+ individuals.
• Strong time management skills. Must be able to multitask while juggling the needs of multiple clients simultaneously. Able to adapt quickly to changing priorities.
• Compensation: $75,000-$125,000 | variable bonus eligible.

Recruitment Process

Note: This interview process is subject to change. End stage candidates are also given the optional opportunity to meet with an Employee Resource Group Member if that is of interest.

1. Recruiter Screen (30 minutes)
2. Independent Assessment (1 hour)
3. Hiring Manager Interview (45 minutes)
4. Director Interview (30 minutes)
5. VP, Consulting Services Interview (45 minutes)
6. Chief Customer Officer Interview (30 minutes)
7. CEO Interview (30 minutes)

Perks and Benefits

This will be the best group that you ever work with! We support one another through obstacles and succeed as a team. Your hard work will be well rewarded. Most importantly, you'll be strapped to a technology rocket ship bound for greatness! Your success at Quantum Metric will be a milestone in your career.

Group benefits

• Medical, Dental, Vision Insurance (99% Medical base plan paid by the Company)
• FSA, DCFSA, and HSA accounts
• Employee Assistance Programs (EAP)
• Telehealth options
• Voluntary Life & AD&D, STD, LTD, Critical Illness and Accident
• Healthy Rewards – Discount Programs
• Discounts on Pet Insurance
• 401k (with employer match) and Options / Equity
• 13 company holidays
• Unlimited Paid Time Off
• Sick leave
• Parental/Adoption Leave

In addition to our more traditional benefits, we also offer great perks, a flexible work environment, and numerous resources for professional development and team building.

• Promotional opportunities
• Rewards and recognition programs
• Robust onboarding and training program
• One-time stipend for work-at-home employees
• Monthly business expense stipend
• Flexible work environments
• Employee Discount Program (Perks at Work)
• Employee Referral Program
• Lead Referral Program
• MacBook and awesome swag delivered to your door
• Encouraging and collaborative culture
• RECHARGE PROGRAM (after 3 years, disconnect for 3 weeks, no email/slack)

About Quantum Metric

As the leader in Continuous Product Design, Quantum Metric helps organizations put customers at the heart of everything they do. The Quantum Metric platform provides a structured approach to understanding the digital customer journey, enabling organizations to recognize customer needs, quantify the financial impact and prioritize based on the impact to the customer and business’ bottom line.

Today, Quantum Metric captures insights from 40 percent of the world’s internet users, supporting nationally recognized brands in ecommerce and retail, travel, financial services and telecommunications. Our customer retention rate is 98%.

Quantum Metric has been named to the Inc 5000 and the Deloitte 500 for the last five-consecutive years, and has made the Best Places to Work lists by Glassdoor, BuiltIn, Fast Company and Forbes.

If the above role seems like a match and you’re interested in joining a team of people with exceptional potential from diverse backgrounds, perspectives, and life experiences, we want to hear from you!

The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Quantum Metric reserves the right to change, edit, and add duties and responsibilities of all job descriptions at any time, at its sole discretion, and to notify the respective employee accordingly.

Quantum Metric will only provide offers of employment and all communications regarding employment from an official @quantummetric.com email address and/or LinkedIn inMail. Quantum does not recruit via channels such as WhatsApp or Telegram, and will not ask for a candidate’s sensitive information and/or any upfront fees/costs during the job application process. Quantum asks that any candidates report any suspicious recruitment efforts to [e-mail].

Quantum Metric is an E-Verify employer: https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

Applicant Privacy Policy: https://www.quantummetric.com/legal/applicant-privacy-policy/

#LI-REMOTE #BI-Remote