Full job description

About Q4

At Q4, we hustle, we grind and we grow. As the team members that make up #Q4orce, we care, we compete and we support each other every day. We’re on a mission to deliver a best-in-class client experience driven by technology, data, and of course, our people.

As the leading provider of website, analytics and virtual events solutions to investor relations and the capital markets, Q4 is a trusted partner to over 2,400 of the world’s most successful public companies and institutions – and we are growing at an incredible pace. We’re on our way to becoming the largest capital markets platform company in the world. That’s where you come in.

We hire smart, curious, and talented people to push boundaries, reimagine what’s possible and turn challenges into opportunities, all while keeping the needs of our clients at the heart of everything we do.

This is your opportunity to be a part of something special. Join us!

The gig

The Client Success Associate (CSA) is responsible for directly managing a portfolio of clients; building and maintaining relationships while ensuring success at each stage of the client lifecycle. We are looking for someone that clients see as a trusted advisor, demonstrates professionalism, is very organized and has excellent problem-solving skills. By developing a deep understanding of the client portfolio, you will be well positioned to educate your client on the ways they can benefit from Q4’s products and services.

Key Responsibilities - Retention

Proactively engage with clients at defined points in the lifecycle to ensure clients achieve their desired outcomes while using Q4’s products and services

Onboard new clients contributing to our focus of improving the client experience

Track and monitor account health including usage, satisfaction, support cases

Drive product adoption and enablement (as per roadmap)Escalate issues to appropriate internal resources as necessary

Collaborate with Sales as needed to prevent client disengagement

Key Responsibilities - Expand Client Lifetime Value

Become a knowledge expert on all Q4 products and services; positioning upsell or cross-sells revenue where applicable

Work in tandem with the Account Managers to relay identified revenue opportunities and support the sales process

Initiate and partner on the renewal process along with the Account Managers and Billing department as subscriptions approach their renewal date(s)

Key Responsibilities - Day-to-day Service

Manage client relationships and advocate for the client in all interactions

Ensure a timely response to inbound requests via email and phone

Provide onboarding/training for the Q4 platform and service model

Coordinate quarterly earnings events for clients

Partner with internal teams to ensure a successful event

Collaborate with internal teams and resolve client issues with urgency

Acquire and maintain a strong working knowledge of the Investor Relations industry and keep apprised of its regulations, trends and best practices

Non-business hour monitoring of critical client activities and events such as quarterly earnings

Requirements

1 - 2 years of relevant work experience, preferably in customer facing roles with business acumen

Superior client engagement and empathy, demonstrates success in building and maintaining effective client relationships, particularly with those in decision-making roles

Outstanding communication and listening skills

Ability to handle pressure, engage in difficult conversations and adapt to a changing work environment

Demonstrated ability in remote training/onboarding skills via telephone and/or screenshare

A self-starter who solves problems independently by exercising judgement based on available information

Provides creative insights and/or solutions to address client/organizational challenges

Knowledge of or ability to easily learn common client success platforms such as Salesforce

A team player with a growth mindset

Special consideration will be given to candidates possessing a strong knowledge of, or experience with financial/capital markets

Why Q4?

We are motivated by solving complex problems in unorthodox ways. Emphasis on your well-being means you experience your true potential. We offer a variety of benefits to ensure you can always work hard and have fun:

Health, wellness and lifestyle benefits to balance your heart, mind, and body.

Pension matching and Employee Equity Incentives to support your financial health.

Unlimited paid time off so you can really recharge and enjoy life. Enough said.

Flexible working environment. Choose your home, one of our trendy offices or mix it up.

Virtual team building and socials. Keeping people connected is important.

And an amazing culture to top it all off!

Join #Q4orce

A career at Q4 means joining a team that thrives in a fast paced, high growth environment; one that is focused on providing growth opportunities, encouraging diversity & inclusion and working to inspire an entrepreneurial spirit. We’re thrilled to be able say that the Q4 team and culture have even won some awards along the way including being recognized as one of Canada's Best Workplaces for Women and Technology.

Q4 values diversity and people of all backgrounds and abilities. Should you require any accommodations prior to or during the interview process, please contact hr@q4inc.com.