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Customer Success Account Director – Resware
Boulder, CO

At Qualia, we've built a new class of real estate technology that simplifies home buying and selling into an easy, understandable, and secure process. Our products bring together users from across the real estate ecosystem---homebuyers and sellers, lenders, title and escrow agents, and real estate agents---onto a single shared platform, providing greater clarity and transparency to real estate transactions. Today, millions of consumers use Qualia to close on homes every year.

WHAT YOU'LL WORK ON

As Qualia embarks on its next phase of growth, we are seeking a Customer Success Account Director to help fuel our continued success and provide value to the customers of our robust, yet customizable Resware product. The Customer Success Account Director is ultimately responsible for assigned customers' success and happiness with Resware's products and services. Your responsibilities include developing strong relationships with prospects and customers, connecting with key business executives and stakeholders, and being an advocate for the customer internally and with partners/vendors.

You really care about your customers and are there to actively listen to their questions and be resourceful in working with our team to provide timely answers. You thrive on understanding their business and helping to identify ways that they can improve it through using our enterprise software and our services. You're comfortable conducting business reviews with executives and their teams and have a flair for communications -- breaking down challenges into digestible (and solvable!) chunks.

As a Customer Success Account Director you will report to the Manager of Account Services.

RESPONSIBILITIES

  • Build and maintain strong, long-lasting client relationships through being a trusted guide and valued collaborator
  • Keep current on our evolving solutions and identify opportunities for your assigned customers to improve their business (and our revenue)
  • Ensure the timely and successful delivery of our solutions according to customer needs and objectives
  • Predict, track and report on account metrics (e.g. customer satisfaction, quarterly/annual revenue)
  • Assist in the negotiation of contracts and service agreements to achieve profitability targets
  • Deftly and elegantly deal with periodic challenging client requests and issue escalations

YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH

  • Proven work experience as an Account Director, Account Manager, Customer Success Manager, or Key Account Manager
  • Excellent written and verbal communication skills
  • Demonstrable work with and influence of key stakeholders at all levels of an organization, including executive and C-level
  • Experience delivering client-focused enterprise software solutions
  • Proven ability to juggle multiple accounts at a time, while maintaining attention to detail
  • Experience, knowledge, and opinions in the Real Estate Title Insurance industry
  • Experience with our product, Resware
  • Solid experience with CRM software (e.g. Salesforce, Zoho, or HubSpot) and productivity software (Microsoft Office or Google G-Suite)
  • A home address (or the desire to have a home address) within reasonable driving distance of Superior, Colorado

WHY QUALIA

Qualia is made up of incredibly bright, mission-driven coworkers who are passionate about using technology to solve real-world problems---and we're growing quickly. In order to continue building an engaging and dynamic organization, we're committed to giving everyone the support they need to do great work.

Our benefits package is designed to allow our team members to be their best selves, both in and out of the workplace. In addition to comprehensive health plans, a 401k program, and commuter benefits, we prioritize family and personal well-being through professional development, parental leave, and a flexible time off policy. The team is temporarily remote during the pandemic, but Qualia offers a robust online onboarding program to train new hires, biweekly all hands meetings, daily meditation sessions, and a variety of internal virtual events to keep employees connected.

We believe diverse perspectives and backgrounds are critical to building great technology, and our goal is to cultivate an environment where people feel equally valued and respected. Qualia is proud to be an equal opportunity workplace, and we welcome applicants from all backgrounds regardless of race, color, ancestry, religion, gender identity or expression, sexual orientation, marital status, age, citizenship, socioeconomic status, disability, or veteran status.

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