Account Manager

• - Manage a portfolio of strategic partnerships to agreed KPIs, maintaining a focus on partner satisfaction, channel health, and volume of adoption.
• - Own and take a lead on high-profile and complex partner relationships, interfacing with peers within these organisations.
• - Define, develop, and own the growth strategy for partnership relationships within the portfolio.
• - Produce weekly, monthly, and quarterly status reports to the Head of Customer Success to provide updates on progress against agreed partnership strategies.
• - Expand and grow existing industry partnerships and increase the potential revenue and adoption streams to NQC.
• - Oversee the successful delivery of service into partner channels, focusing on achieving the highest levels of stakeholder satisfaction.
• - Interact with internal NQC teams, including Product Development and Service Delivery, to coordinate material changes on delivery and projects.
• - Any other ad-hoc duties as assigned.

Strategic Partnership Manager

Customer Success Manager

• To manage a portfolio of client accounts to agreed KPI’s maintaining a focus on customer satisfaction, service delivery and contract renewal.
• To ensure regular communication with clients through face to face meetings and other communication means.
• To own and take a lead on high-profile and complex client relationships within the portfolio of clients. Develop strong relationships with key decision makers and influencers.
• Define, develop and own the customer contract strategy for client relationships within the portfolio.
• Produce weekly, monthly and quarterly status reports for the portfolio of clients to the Head of Customer Success to provide updates on progress against agreed client relationship strategies.
• To effectively interact with internal NQC teams including Product Development and Service Delivery functions.
• Ad-hoc duties as assigned.

Product Adoption Specialist

• Maintain a working knowledge of all CSE areas of responsibility to provide seamless backup and contingency for team members during absences.
• Assist CSMs and senior stakeholders in the preparation for Quarterly Business Reviews (QBRs) and high-stakes client meetings.
• Proactively identify areas for process improvement within the CS function to support the team’s scalability goals.
• Any other ad-hoc duties as assigned.
• Lead the end-to-end onboarding journey for new and existing clients, ensuring rapid time-to-value and successful platform adoption.
• Own and maintain the library of digital training assets, videos, and self-service guides to facilitate a scalable, "low-touch" client experience.
• Co-create and deliver high-impact webinars and training sessions for new and existing clients,
• Drive the key performance indicators (KPIs) associated with onboarding speed, training completion rates, and initial value realisation.
• Monitor and analyse customer activity and campaign results to ensure clients are maximising the value of NQC products.
• Bridge the gap between customers and internal Product/Marketing teams by providing data-backed insights into feature requests and platform performance.
• Work closely with CSMs to interpret usage health scores and identify opportunities for deeper product integration.
• To interact closely with the NQC Service Delivery team, to gather, monitor and analyse campaign performance data and ongoing campaign strategy on a weekly basis through the duration of a client campaign.
• Support the wider CS team by managing day-to-day operations, including the triage and escalation of customer support tickets.
• Act as the custodian of the CRM (HubSpot), ensuring data is clean, accurate, and reflects the true state of the customer relationship.
• Develop and maintain internal reports and dashboards to provide the CSM team with actionable data insights and performance visibility.
• Manage the customer feedback and satisfaction (CSAT/NPS) processes to ensure service levels remain high across the department.

Strategic Partnership Manager

Customer Success Manager

Customer Success Executive – Product Adoption, Usage