Join to apply for the Customer Success Senior. Advisor role at Quest Software
Seniority level
Associate
Employment type
Full‑time
Job function
Management and Manufacturing
Industries
Software Development
Overview
Quest Software builds the foundation for enterprise AI with solutions in data governance, cybersecurity, and platform modernization. Over 45,000 companies — including 90% of the Fortune 500 — trust Quest to solve their most critical IT challenges.
Responsibilities
* Own global or large‑scale strategic account relationships, managing stakeholders at all levels and driving strategic roadmap discussions.
* Develop and nurture relationships, adjusting messaging to stakeholder interests to maximize adoption and value.
* Coach peers and mentor Enterprise CSMs, providing a premium customer experience.
* Identify and create solutions that address Customer Success needs, improving effectiveness, efficiency, and exceeding key customer metrics.
* Develop and maintain strategic Success Plans aligned with value milestones and customer‑defined business outcomes.
* Partner with the customer to build a joint plan, maintaining a detailed understanding of the customer’s business to achieve high satisfaction, engagement, and adoption of Quest technologies.
* Monitor customer analytics and KPIs to reinforce the value of the customer solution, identify areas for improvement, and optimize the solution.
* Facilitate Executive Business Reviews (EBRs) in collaboration with Account Management, demonstrating impact, value delivered, and growth opportunities.
* Deliver an outstanding customer experience that supports our brand promise and identifies cross‑sell and upsell opportunities.
* Actively monitor engagement signals and sentiment, logging risks and opportunities in CRM and triggering internal playbooks where applicable.
* Support collaboration across Sales, Support, Product, Renewals, and Professional Services to ensure continuity and strategic alignment.
* Act as an escalation point for high‑impact customer issues, ensuring timely resolution with the appropriate teams.
* Implement scalable programs and process improvements within the wider CSM team to drive efficiency and improve the customer experience.
Qualifications
* Minimum 6 years of experience in customer success, technical account management, sales engineering, or a similar role driving customer success and product/service adoption.
* Minimum 6 years managing executive‑level relationships within platform management and security solutions, focusing on growth, adoption, retention, and issue resolution.
* Ability to translate business requirements into business value and work with sales and marketing to promote value‑driven solutions.
* Ability to manage executive relationships and discussions (VP/CxO).
* Skilled in engaging sales partners to drive upsell opportunities while maintaining executive overlay and ensuring a positive customer experience.
* Strong knowledge of Customer Success best practices, defining processes, and providing enablement programs to promote adoption across the company.
* Excellent organizational skills, establishing milestones and keeping success plans on task.
* Adept at handling internal and external escalations.
* Exceptional communication and fostering positive business relationships, comfortable facilitating change and accountable for driving success with customers.
* Experience leading, adopting, and driving change internally or externally.
* Experience identifying, translating, and prioritizing customer issues and needs into business or solution requirements.
* Demonstrated success as a trusted advisor to senior executives in large organizations and ability to build success plans.
* Understanding of how organizations measure value realization, recurring revenue sales models, and renewal processes is an advantage.
Company Overview
Quest Software builds the foundation for enterprise AI with solutions in data governance, cybersecurity, and platform modernization. More than 45,000 companies — including 90% of the Fortune 500 — trust Quest to solve their most critical IT challenges.
Benefits
* Competitive pay, annual bonuses, and top‑performer recognition.
* Comprehensive health, family, and retirement benefits.
* Flexible work options, generous PTO, and wellness programs.
* Professional growth through learning platforms, mentorship, and leadership programs.
* Inclusive teams that reflect the world we serve, supported by Employee Resource Groups and Equality & Inclusion Council.
Location: Cork, County Cork, Ireland
Note: Fraudulent job offers beware. Only apply via quest.com/careers.
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