Customer Success Specialist I Saas

Role Description:

Customer Renewals is an integral piece , this role is focused to not only help retain our customers, but to ensure they are set up for success with the platform. As a Renewals Manager, you will be responsible for promoting adoption and customer retention for a specific book of accounts.

The primary objective is to drive on-time renewal revenue, for extended periods of time. To accomplish this, you will partner with your extended account teams to ensure maximum value is being provided to customers. You will interact and build relationships with customers to ensure they are aware and leveraging the resources Client's has to offer, whether it is training, support services, new release information, events, all to ensure the customer is successful using the Client 's software.

Some of the things you'll be doing include Renewal Revenue Quota:

Core Job Responsibilities:

Sales & Operational:

• Directly responsible for renewal contract opportunities, revenue, and renewal rates for assigned territory.
• Conduct sales activities like making a high volume of calls and emails each week, planning ahead, forecasting etc to drive renewals to closure
• Manage and be responsible for gross churn, net retention, and revenue for assigned territories
• Stay up to date with Client 'sproduct training and market benchmarks
• Identify opportunities to retain as well as opportunities for extended terms & additional growth.
• Be an expert in Client products, as customers will need help with training, deployment and adoption to ensure customer success, which drives their renewals.
• Manage the different facets of subscription and support renewals
• Prepare the renewal letters, quotations, invoices, and notifications
• Contact clients directly to negotiate terms and conditions and render renewal contracts
• Position services and escalate pain points to the Sales and Customer Success team
• Forecast trends and suggestions on how those trends can enhance retention rates
• Bridge between Sales, Finance and Customer Success
• Refine renewal strategies that proactively engage a client in chopping the churn rates
• Augment the upsell and cross-sell opportunities
• Work with the product team to receive feedback on the growing requirements of a customer

Who you are (For Job Ad):

• You have at least 1-3 years of account management and/or renewal experience
• Salesforce.com or a similar CRM system exposure is added advantage
• Strong Written & Verbal communication skills
• Willing to go the extra mile with a strong work ethic; Self-directed & resource
• Operationally Excellent
• Ability to manage a highly transactional work environment
• Ability to excel at time management and prioritization
• Strong interpersonal skills and strive to maintain strong relationships with customers & colleagues
• Best in class customer service and communication skills over the phone & in email
• Experience with renewal process and/or background in software preferred.

Requirements for the job:

Work Experience

• Min 2yrs exp needed in Renewal

Education

Graduate in any field

Competencies Required:

Technical

Generic

• Sales Excellence
• Business Foresight
• Client Centricity
• Business Need Analysis
• Project Management
• Business Negotiation
• Cross-functional collaboration
• Interpersonal skills
• Innovative Mindset
• Leadership
• Problem Solving
• Communication