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Customer Success Analyst/ SFDC Admin

| Greater Denver Area
Quantum Metric
Our digital experience analytics platform is quickly becoming an industry standard in the Digital Product space, with businesses planning to spend $1.3 trillion globally in 2018 for Digital Transformation initiatives. Our SaaS platform enables real-time operations for businesses who care about delivering perfect user experiences on web and mobile apps. We’ve delivered multi-million dollar revenue outcomes for some of the most reputable brands in the world by applying big data analytics and machine intelligence to user behaviors.
Our Culture
We are obsessed with helping businesses deliver better digital products and experiences. We encourage creative problem solving, rapid innovation and bold goal-setting. Our relatively flat organization structure keeps everyone informed and enables people to get involved in solving the problems they care about most. We are a close-knit team moving fast to deliver value to our customers and continue pushing the envelope as we develop new products.

Responsibilities

  • Act as the primary point of contact for the customer success operations team, bridging data and communication channels across Sales, Marketing, Finance, Customer Success, Engineering and Human Resources.
  • Collaborate with executive leadership to define quarterly objectives and drive the team to hit key performance milestones.
  • Build and help to standardize business reporting for strategic analysis and internal business review.
  • Provide recommendations and take actions based on strategic objectives, forecast or performance metrics.
  • Enhance customer success productivity and enable the team to work smarter by simplifying processes, defining issues/opportunities to tackle, evaluating new tools, recommending and implementing new solutions.
  • Create and maintain documentation on customer success processes, policies, and relevant training materials, and assist with onboarding new customer success talent.Identify and eliminate customer success process bottlenecks and inconsistencies.
  • Own the end-to-end process of tracking customer success operational metrics and delivering regular insights to the business; define and deliver techniques to improve performance for customer success management.
  • Own Salesforce administration and project prioritization for customer success purposes; work with the sales operations team to ensure Salesforce is consistent and accurate for all teams.
  • Own Zendesk Explore reporting metrics, administration and prioritization for Customer Success including Production Engineering Support.
  • Produce and review actionable and accurate customer success reporting and BI tools for customer success engineers and business consultants, managers, and leadership.
  • Refine customer segmentation, assist with territory management, and help create a plan to enhance renewal and upsell processes.

Skills

  • Demonstrated success in a sales ops, business ops, or similar role.
  • Ability to understand high-level sales strategies, translate them into system and process requirements, and ensure local execution and business impact.
  • Analytical and demonstrated ability to extract key business insights through data analysis.
  • Proven Salesforce.com subject matter expert with experience creating reports, optimizing processes, training new hires, managing dashboards, and more.
  • Previous deal desk and/or revenue recognition experience.
  • Ability to manage multiple priorities and tasks; proven strong organizational and project management skills in a fast-paced environment.
  • Track record in driving change and removing hurdles in fast growth organizations by working cross-functionally with Marketing, Finance and IT.
  • Excellent written and verbal communication skills, including presenting to C-level executives
  • Agile, self-starter who can work independently and collaboratively.
  • Advanced Excel skills with a strong understanding of Salesforce.com, other sales applications (i.e. DiscoverOrg, LinkedIn Sales Navigator, etc.) and email marketing strategies.

Experience

  • Bachelor’s degree in a technical or business-related field.
  • 3+ years of experience in sales operations and/or business systems preferably in a software/technology
  • Experience building and/or managing a sales/customer success operations team.

About Quantum Metric
Quantum Metric is a venture-backed startup that recently raised a $25MM Series A round of funding from Insight Venture Partners, a top-tier NY-based firm. The company has amazing client success stories at enterprise-scale that have helped validate our product-market fit and provided compelling examples of our business value proposition.
The typical Quantum Metric customer achieves a full investment payback within three months of beginning to use our real-time digital intelligence platform and, on average, a 376% ROI over three years. We’re thoughtfully scaling out our team to add outstanding talent that is equally passionate about being part of a team that is fast-paced, innovative and values passion, honesty, persistence, and curiosity.
We’re offering you the opportunity to develop your career in a tech space ripe for disruption. If all of this inspires you, then what are you waiting for? Talk to us today!

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • SqlLanguages
    • HTMLLanguages
    • CSSLanguages
    • D3JSLibraries
    • ReactLibraries
    • ReduxLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • BigQueryDatabases
    • Quantum MetricAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM

Location

The Quantum Metric home office is in Monument, Colorado, with additional offices in Denver (LoHi) and the Washington DC metro area.

An Insider's view of Quantum Metric, Inc.

What's something quirky about your company?

"Indy" the cat is our company mascot who lives full-time in our Monument office.

Kyle

Director of Digital Marketing

What projects are you most excited about?

I lead all the recruiting efforts here at Quantum Metric and in 2019 we are going to more than double in size (that's 80 hires...that's 1.5 hires PER WEEK).
I feel like I have the best job here- building the family and talking to people every day about our product and impact.

Kristin

Dir. of Talent & Recruiting

How has your career grown since starting at the company?

As an early member of Customer Success, I became exposed to multiple facets of the business while building client relationships. This provided the chance for me to push my skill set further and get outside of my comfort zone, which Quantum has always encouraged. Now, I have the opportunity to lead our growing enthusiastic Customer Success Team!

Gil

Customer Success Manager

How do you make yourself accessible to the rest of the team?

I integrate with the team regularly. People can reach out to me any time if they need me; they have my phone number. I care about our people and this company.

Mario

CEO and Founder

What’s the vibe like in the office?

Everyone here has a voice. We openly express whatever we want to share without judgment and our thoughts or ideas are considered. It's refreshing to be able to do that at this company!

Ro

Executive Business Partner

What are Quantum Metric, Inc. Perks + Benefits

Quantum Metric, Inc. Benefits Overview

At Quantum Metric, we offer a comprehensive group health plan, time off, competitive salaries, and a work environment that thrives on team collaboration and work-life balance. We understand life happens and when it does we want the well-being of our employees to be healthy and happy. A healthy work-life balance promotes a happy and productive employee.

Culture
Partners with Nonprofits
The company supports Charity: water, a non-profit organization that brings clean and safe drinking water to people in developing countries.
Daily stand up
Daily Product/Development stand-ups, weekly Sales calls, and monthly All-Hands meetings. We want everyone to be in the know about what great things are happening at Quantum Metric.
Open door policy
We encourage our employees to openly share ideas, voice concerns, or about anything on their minds!
Group brainstorming sessions
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Disability Insurance
100% company paid. Short-Term Disability insurance helps replace lost income in the event of illness or accident that prevents employees from working.
Dental Benefits
We cover 50% of the employee's premiums.
Vision Benefits
We cover 50% of the employee's premiums.
Health Insurance Benefits
3 health plans to choose from with HSA. We cover 99% of our employee's premiums and an option for employees to upgrade to more expensive plan by paying the difference.
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Match charitable contributions
Our company matches employees' contributions to a non-profit organization, charity: water.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 8 weeks of parental leave for the primary caretaker. We also provide 2 weeks of leave for the secondary caretaker.
Remote Work Program
For employees outside our home office location, we have employees across the U.S. who either work from their home office or to a company designated office facility.
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
9 holidays plus 1 floating holiday
Perks & Discounts
Casual Dress
We want our employees to come to work comfortably and is very common to see our employees wearing Quantum Metric T-shirts or pull-overs proudly!
Company Outings
Annual holiday gatherings and team building activities.
Stocked Kitchen
At the home office location.
Parking
Free parking at the home office and some paid for parking at company designated office facility.
Relocation Assistance
Offered on a case-by-case situation
Professional Development Benefits
Promote from within
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