Customer Success Manager, Q4
Capital markets engagement software
Open for applications
Capital markets engagement software
501-1000 employees
Open for applications
501-1000 employees
Company mission
To help companies achieve their Investor Relations goals and build trust and confidence in the capital markets, giving them a competitive advantage as they compete for capital.
Role
Who you are
- We hire smart, curious, and talented people to push boundaries, reimagine what’s possible, and turn challenges into opportunities
- Bachelor’s degree or equivalent
- Minimum of 3+ years with a proven track record for success with customer management in a SaaS based environment
- Experience successfully managing and growing customers in an assigned territory or book of business
- Strong listening and deduction skills with the ability to pick-up on possible obstacles or opportunities in customer conversations
- Ability to manage a busy calendar. We want to talk to our customers every quarter!
- Experience using Salesforce and data visualization tools
- Canadian Securities Certification (CSC) or equivalent an asset
- Additional Skills
- Alignment with Q4’s values - customer obsession, integrity, bringing big ideas to life and making impacts together
- Proven ability to foster collaboration across departments
- Strong sense of accountability and ownership over team success and product quality
- Highly motivated, self-confident, and driven to achieve exceptional results
- Resourceful and creative in prospect identification and opportunity generation
- Experience navigating the fast-paced environment of a successful startup
- Self-starter with a positive "can-do" attitude
- Service-oriented approach for fostering positive relationships with internal and external stakeholders
What the job involves
- Q4 is the leader in innovating the Investor Relations Technology space. We’re transforming the industry with our SaaS solutions and we’re looking for world class Customer Success Managers to help us retain and grow our customer base
- In this role, you will be responsible for driving customer retention, enabling clients to maximize the value of our software and deliver exceptional training and support
- In partnership with an Account Manager, you will also support renewal and expansion of your book of business. Together, you will enhance customer satisfaction and foster long-term, successful relationships
- Customer Retention – Develop and execute strategies to maintain and grow customer relationships. Monitor customer health metrics and proactively address any potential issues to reduce churn and increase loyalty
- Enablement - Work closely with clients to understand their unique needs and provide tailored training and enablement. Ensure customers are fully equipped to utilize Q4’s software to its fullest potential
- Training - Design and deliver comprehensive training programs to onboard new customers and upskill existing ones. Contribute to the creation of training materials and resources to facilitate effective learning
- Satisfaction - Act as the primary point of contact for customer account inquiries and concerns. Resolve issues promptly and effectively, ensuring a high level of satisfaction and a positive experience with Q4
- Feedback - Gather and analyze customer feedback to identify trends and areas for improvement. Collaborate with internal teams to drive product enhancements and ensure our offerings meet customer needs
- Reporting - Track and report on key customer success metrics, including retention rates, satisfaction scores, and product utilization. Provide insights and recommendations to drive continuous improvement
- Voice of the Customer – Bring back information from your customer conversations in actionable ways to the organization. Whether it is competitive information, pricing insights, product needs or investor relations trends you will help Q4 stay close to the emerging industry changes so we can meet customers where they are
Our take
The recent spring of companies going public via IPO or SPAC has provided great business for Q4 which is looking to upgrade the way public companies compete for capital.
Where companies previously relied on in-house teams or expensive consultants to build clunky investor relations platforms, Q4 is providing software that delivers quality capital markets communications on a low-cost cloud platform.
The company is now looking to expand into other parts of the investor relations market. For example, Q4 will be integrating a new events feature, providing Virtual Investor Day solutions as part of a unified platform.
Q4 will hope that the positive synergies between their various products will ensure that customers trust them to deliver an edge in the competitive capital market space where traditional players have delivered for decades.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Sep 2018
$38m
SERIES C
May 2016
$22m
SERIES B
Total funding: $73.8m
Company benefits
- Unlimited paid time off. Enough said
- Flexible work schedule
- Competitive salary & health benefits
- Dog friendly office. Hope you can Handle cuteness overload!
- Food for thought. Complimentary tea, coffee and snacks!
- Monthly themed socials. Karaoke, maybe a costume, Jager or Tequila?
- Hackathon events. For all who love to design and build
- Tuition Reimbursements. We invest in your continued learning!!
- Employee Incentive Plan. We want you to be invested in our success
Company values
- Hustle
- Grind
- Compete
- Iterate
- Care
Company HQ
Wellington Place, Toronto, ON
Articles
Leadership
Darrell Heaps
(CEO)They are a serial entrepreneur and communications expert. First started their career at NKaos Interactive Media where they became a partner. Moved on to found his own corporate marketing enterprise, Weave Communications.
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