Customer Success Manager

Location: San Mateo, CA

Type: Full Time

Min. Experience: Mid Level

About us: 

Quad Analytix is an exciting, early stage analytics startup headquartered in San Mateo, CA. We focus on harnessing e-commerce and other information gathered from a variety of sources, which are then cleansed, normalized and analyzed using state of the art machine learning techniques. We use the results of the analyses to provide meaningful insights to our customers

Job Description:

Unique opportunity to jump into the business side of a fast growing startup and make a meaningful impact on one of the core drivers of our success.  If you are driven by your concern for others, are analytical by nature, want an opportunity to grow with a company, and enjoy working in an exciting environment with smart, down-to earth people, you’re in the right place!

We are looking for a Customer Success Manager to join the business team at Quad Analytix.  This role has a broad range of responsibilities that will grow as you do.  Your main responsibilities will include:

  • Scoping, communicating, and project managing customer deliverables across data science, engineering, and product teams
  • Serving as the primary contact for on-boarding, training, and support for your customer group
  • Capturing, quantifying, and communicating customer feedback to the Sales, Marketing, Product, and Management teams
  • Proactively creating individual analysis, communal resources, and processes to surprise and delight our customers
  • Analyzing customer behavior in our application and presenting findings company-wide (as well as taking action to improve customer engagement & retention)

You will be reporting directly to the Senior Manager, Customer Success and frequently interacting with the CEO as well as respective team leaders.

Who you are:

You’re a born empathizer: that doesn’t mean you’re not a doer, but that you genuinely care what others think.  An analytical mindset comes naturally to you, but it’s only one of the characteristics that makes you great.  You’re an excellent communicator in voice and in word; you understand that clear and succinct communication makes everyone’s life easier.  You take pride in your attention to detail when it’s needed, but you’re a big picture thinker that can think outside the boxes you need to check off your list.  You evaluate your success based on results, not time spent, and believe that anything can be quantified if you understand the limitations.  You like to bring structure into confusing situations, but that doesn’t mean you would pass an opportunity to wear jeans to work.  You’ve got a great work ethic, and just as importantly, a great attitude.  You want to collaborate with smart, humble people, and enjoy coming in to work each day. 

General requirements:

  • Strong customer orientation and sense of empathy (Prior c­lient service positions are a plus)
  • SQL experience is a must 
  • Analytical mindset and experience with Microsoft Excel and Powerpoint 
  • Ability to communicate clearly and effectively (cross-team or client communication experience is a plus)
  • Strong follow through, organizational abilities, and time management skills are required
  • Demonstrated ability to manage multiple large responsibilities simultaneously
  • 1-3 years of experience in a role that blends customer focus and analytics
  • College degree with good track record
  • Availability to work full-time
  • Can-do, positive attitude
  • Maintain regular and reliable work attendance
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