Customer Experience Manager
QuotaPath
Customer Service
Austin, TX, USA
Posted on Friday, August 16, 2024
About QuotaPath
QuotaPath helps revenue teams gain ownership and accountability of financial goals through comp design guidance, automated commission tracking, and built-in collaboration tools. QuotaPath serves hundreds of growing businesses, from early-stage startups to market leaders.
Working at QuotaPath allows you to solve hard problems, experiment and grow, and collaborate with bright and engaging colleagues. We’re committed to building a curious and inclusive team that leads with trust and empathy.
About the role
The Customer Experience Manager is responsible for ensuring all of our customers meet their desired outcomes with QuotaPath’s sales compensation management platform.
As a Customer Experience Manager, you will be responsible for the entire post-sales customer lifecycle - from product implementation through adoption and renewal. You will ensure our customer’s experience is seamless by proactively helping them increase product usage, developing strategies to grow and retain their business, and responding to their requests.
You’ll work with a variety of customers, leveraging data, technology, and repeatable playbooks to drive business value for them. You’ll think about Customer Experience in a programmatic way to keep customers engaged, regularly using our products, and building loyalty.
At the end of each subscription term, customers should be able to articulate the ROI they’ve gotten from QuotaPath based on your outreach and ideas.
Responsibilities and Duties:
- Own overall relationships with assigned customers in your book of business, ensuring high satisfaction and retention.
- Manage the customer life cycle, including kickoff, product implementation, product adoption, and renewal.
- Understand customer objectives and align our product features to ensure they achieve these goals.
- Monitor customer usage data, health indicators, renewal dates, and growth opportunities.
- Bridge the gap between Sales, Customer Support, and Product.
- Work closely with the Customer Support team to ensure customer issues are resolved in a timely fashion.
- Proactively identify and mitigate risk. Escalate and collaborate cross-functionally to resolve any issues that might arise.
- Contribute to and test customer engagement campaigns and strategies
- Advocate for the voice of the customer internally at QuotaPath, identifying customer trends and providing internal feedback on how QuotaPath can better serve our customers.
Requirements:
- Based in Austin, TX - Hybrid in-person office 2-3 days a week
- Minimum 3-5 years of experience in a customer-facing role, such as Customer Success, Account Management, or Customer Support.
- Experience working at a B2B SaaS company.
- Strong understanding of customer dynamics and relationship management. You are passionate about working with customers to ensure they achieve their goals.
- Experience in driving customer retention through renewals and upsells.
- You’re a creative self-starter who understands customers, their use cases, and how to be a trusted partnerProactive, energetic attitude and desire to work in a results-oriented environment.
- Excellent communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue.
- Bachelor’s degree or equivalent experience in a related field.
- Strong analytical and problem-solving skills and the ability to understand and explain mathematical concepts related to sales compensation.
Nice to Have:
- Experience with variable compensation structures or sales operations.
- Knowledge of commission calculations and quota-based incentive plans.
- Background in mathematics, finance, or a related field.
- Understanding of spreadsheets (Excel, Google Sheets), including using complex formulas.
What We Offer:
- Competitive base salary ($80,000-$100,000) + $30k variable comp and equity
- Comprehensive health coverage (90% of employee premiums paid)
- Flexible PTO
- Professional Development Budget
Our Commitment
At QuotaPath, we’re proud to be an equal-opportunity employer that thrives on our team's collective talent and unique perspectives.
Join Us!
If you're ready to make an impact and grow your career, apply now and join us at QuotaPath.