Customer Success Team (Manager & Associate levels) at Q4 Inc – Pune, Mahārāshtra

At Q4, we make an impact together, obsess over our customers, operate with integrity, and bring big ideas to life.

Q4 is charting a bold new path for investor relations as the first AI-driven IR Ops Platform, providing everything an IR team needs to succeed on a single, powerful platform. The Q4 Platform enables public companies to attract, manage, and understand investors - all in one place. Over 2,600 customers, including many of the most respected brands in the world, trust Q4 to help drive premium valuations for their companies. Only Q4 offers a tech stack holistically designed to equip IR teams with data, insights, and smart workflows that power remarkable outcomes. Learn more at q4inc.com.

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.

Come grow with us!

Q4 is looking for world-class talent to join our net-new Customer Success team in India. This foundational pod will support our North American and EMEA client base, ensuring they maximize the value of our Software as a Service (SaaS) solutions.

• For the Manager (Lead): You will be the foundational leader responsible for the initial stand-up and scaling of a team of 5 Customer Success Associates (CSAs), driving operational rigor and serving as a senior point of escalation.
• For the Associate: You will directly manage a portfolio of clients, acting as a trusted advisor and technical enablement expert to drive retention and growth.

• Team Growth: Hire, train, and mentor a brand-new team of 5 Customer Success Associates (CSAs).
• Culture & Scaling: Define the culture of the India hub and scale the department as the regional function grows.
• Onshore Partnership: Implement a "Buddy System" pairing offshore associates with onshore Customer Success Managers (CSMs) to ensure seamless knowledge transfers.

• Proactive Engagement: Engage with clients at defined points in the lifecycle to ensure they achieve desired outcomes.
• Account Health: Monitor customer health metrics, including usage and satisfaction, to reduce churn and increase loyalty.
• Retention Strategies: Develop and execute strategies to maintain and grow customer relationships, specifically for the Micro, Nano, and Small account segments.

• Technical Onboarding: Design and deliver comprehensive training programs to onboard new customers via telephone or screenshare.
• Product Adoption: Act as a knowledge expert on all Q4 products (Investor Relations Web, Digital Conferencing, CRM) to drive platform utilization.
• Enablement: Provide tailored training to upskill existing customers and help them utilize the software to its fullest potential.

• Escalation Management: Resolve client issues with urgency. The Manager serves as the primary point for high-priority or complex escalations.
• Data Hygiene: Ensure 100% data accuracy across Salesforce and internal platforms to track metrics like "Churn Delta".
• Voice of the Customer: Gather customer feedback and competitive insights to drive product enhancements.

• Education: Bachelor’s degree or equivalent.
• Experience: * Associate: 1-2 years of relevant experience, preferably in customer-facing roles.
• • Manager: Proven experience managing teams with a focus on metrics; experience building a team from the ground up is a significant plus.
• Technical Skills: Experience with Salesforce and data visualization tools is preferred.
• Communication: Outstanding verbal and written English skills with the ability to handle difficult conversations and present to stakeholders.
• Industry Knowledge: Knowledge of Financial/Capital Markets or Investor Relations (IR) is a strong bonus.
• Mindset: A "can-do" attitude, high integrity (Truth 100% of the time), and the ability to work in a fast-paced environment.

• Primary Shift: This role requires a commitment to fixed US business hours (5:00 PM to 2:00 AM IST) to ensure real-time collaboration with onshore teams.
• After-Hours Support: Non-business hour monitoring (weekends/holidays) may occur on rare occasions to support critical client activities such as quarterly earnings events or emergencies.