Customer Success Team (Manager & Associate levels)

Position Overview

Q4 is looking for world-class talent to join our net-new Customer Success team in India. This foundational pod will support our North American and EMEA client base, ensuring they maximize the value of our Software as a Service (SaaS) solutions.

• For the Manager (Lead): You will be the foundational leader responsible for the initial stand-up and scaling of a team of 5 Customer Success Associates (CSAs), driving operational rigor and serving as a senior point of escalation.
• For the Associate: You will directly manage a portfolio of clients, acting as a trusted advisor and technical enablement expert to drive retention and growth.

Key Responsibilities

Team Leadership & Strategy (Manager Level)

• Team Growth: Hire, train, and mentor a brand-new team of 5 Customer Success Associates (CSAs).
• Culture & Scaling: Define the culture of the India hub and scale the department as the regional function grows.
• Onshore Partnership: Implement a "Buddy System" pairing offshore associates with onshore Customer Success Managers (CSMs) to ensure seamless knowledge transfers.

Customer Retention & Lifecycle Management (All Levels)

• Proactive Engagement: Engage with clients at defined points in the lifecycle to ensure they achieve desired outcomes.
• Account Health: Monitor customer health metrics, including usage and satisfaction, to reduce churn and increase loyalty.
• Retention Strategies: Develop and execute strategies to maintain and grow customer relationships, specifically for the Micro, Nano, and Small account segments.

Onboarding, Training & Enablement

• Technical Onboarding: Design and deliver comprehensive training programs to onboard new customers via telephone or screenshare.
• Product Adoption: Act as a knowledge expert on all Q4 products (Investor Relations Web, Digital Conferencing, CRM) to drive platform utilization.
• Enablement: Provide tailored training to upskill existing customers and help them utilize the software to its fullest potential.

Operational Excellence & Service

• Escalation Management: Resolve client issues with urgency. The Manager serves as the primary point for high-priority or complex escalations.
• Data Hygiene: Ensure 100% data accuracy across Salesforce and internal platforms to track metrics like "Churn Delta".
• Voice of the Customer: Gather customer feedback and competitive insights to drive product enhancements.

Qualifications & Skills

• Education: Bachelor's degree or equivalent.
• Experience: * Associate: 1-2 years of relevant experience, preferably in customer-facing roles.
• • Manager: Proven experience managing teams with a focus on metrics; experience building a team from the ground up is a significant plus.
• Technical Skills: Experience with Salesforce and data visualization tools is preferred.
• Communication: Outstanding verbal and written English skills with the ability to handle difficult conversations and present to stakeholders.
• Industry Knowledge: Knowledge of Financial/Capital Markets or Investor Relations (IR) is a strong bonus.
• Mindset: A "can-do" attitude, high integrity (Truth 100% of the time), and the ability to work in a fast-paced environment.

Working Conditions

• Primary Shift: This role requires a commitment to fixed US business hours (5:00 PM to 2:00 AM IST) to ensure real-time collaboration with onshore teams.
• After-Hours Support: Non-business hour monitoring (weekends/holidays) may occur on rare occasions to support critical client activities such as quarterly earnings events or emergencies.