Senior Director of Customer Success - Questline, Inc.

Leading Questline Digital’s Customer Success department is about more than numbers. It’s about driving results by building strong client relationships and ensuring that our solutions resonate with clients’ needs.

We are looking for a proven leader to:

• Champion customer loyalty and satisfaction, because our clients mean the world to us.

• Drive client retention and growth, as well as the operations needed to support our clients’ success.

• Wear multiple hats! As a player-coach, you'll strategize with other company leaders and then roll up your sleeves to show your team how it’s done.

And guess what? A career at Questline Digital is filled with growth opportunities. So, if you're passionate, dedicated, and ready for a challenge, let's chat!
 

What your impact will be:

• Assist with financial reporting for the Customer Success department, including forecasting and recognition of subscription revenue, services revenue, and departmental expenses.

• Set, meet and monitor departmental goals to drive optimal performance of client operations and support.

• Focus on the overall value of client relationships, including the retention and growth of subscription revenue and incremental revenue growth from new products and services.

• Continually work to learn and understand clients’ market environments, as well as their unique goals and strategies, and how our solutions bring them value.

• Resolves customer service issues and contribute towards improving customer service processes and results.

• Oversee and optimize the customer operations team, fulfilling the successful delivery of Questline’s digital services, email deployment, newsletter and webinar services.

• Understand receivables goals and track progress towards them.

• Travel up to 20%, primarily customer success visits and/or industry conferences.

What we are looking for:

• Excellent customer-facing and interpersonal skills.

• Experience managing a high-performing team of client account managers and customer support specialists.

• Experience in revenue accountability and client growth.

• Passionate for serving customers and providing the best possible customer experience. 

• Ability to manage multiple priorities and get result.

• Ability to use tools such as Salesforce, Excel and PowerBI to analyze and understand our performance, and create PowerPoint presentations that explains those to results to other leaders.

• Experience with digital marketing and/or the utility industry is a plus.

What we can offer:

• 3 weeks' vacation and 5 personal days

• Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment

• Employee stock ownership and RRSP/401k matching programs

• Lifestyle rewards

• Remote work and more!

About Questline Digital:

Questline Digital is a marketing and technology company that builds engaging experiences throughout the customer journey, boosting program participation and overall satisfaction for utility companies nationwide. Through their proven process, we deliver measurable results with integrated communications strategies that engage, educate, and inspire action.

About Harris:

Harris is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. (“CSI”, symbol CSU on the TSX), Harris has become the cornerstone for CSI’s investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success. Harris will continue to growth through reinvestment – both in the people and products that we offer and making investments in acquiring new businesses.