Senior Customer Success Analyst

Key Responsibilities:

• Strategic Collaboration: Proactively partner with Customers, internal stakeholders to drive the renewal process for customer software maintenance agreements and subscriptions, ensuring alignment with business goals.

• Work Allocation Should be a POC to contribute work allocation, analyse reports, trends, customer call outs, building success stories, ensuring monthly renewal discussions with customer.

• Audits Review cases, audits, churn analysis, monthly score card for the CSA will be the major KPIs

• Renewal Offers/Quotes Creation: Develop tailored renewal offers and quotes utilizing contract information, customer usage insights, and company direction.

• Timely Delivery: Ensure the timely delivery of renewal offers and quotes to the appropriate customer contacts, facilitating an efficient renewal process.

• Accurate Forecasting and Reporting: Maintain an accurate forecast of renewals; lead renewal forecasting meetings and collaborative activities for designated account portfolios.

• Contract Negotiation: Negotiate contract terms and pricing effectively, with guidance from relevant internal departments and management, to achieve favourable outcomes for both the company and the customer.

• Order Processing: Process renewal orders promptly to enhance customer satisfaction and operational efficiency.

• CRM Management: Maintain and update account information in the CRM system, ensuring accuracy and completeness of all relevant data.

• Customer Health Monitoring: Update customer health metrics based on negotiations and discussions, proactively managing customer relationships.

• Opportunity Referral: Identify and refer potential expansion opportunities to the Sales team, contributing to growth initiatives.

• Feedback Integration: Collect and share customer feedback with relevant internal teams, including Customer Success, Support, and Management, to drive improvements.

• Product Knowledge Development: Gain an in-depth understanding of insightsoftware solutions to effectively communicate value and benefits to customers.

Minimum qualifications:

• 6 to 9 years experience in Renewals Management or Account Management in the software industry

• Knowledge of CRM systems, preferably Salesforce: The Customer Company

• Knowledge and experience reviewing and comprehending contract terms, preferably in software

• Ability to work in a fast-paced environment

• Ability to work cross-functionally with other departments and team members

• Comfortable in a highly autonomous role with strong organizational skills

• Knowledge of CPQ, SalesLoft, NetSuite, and other related tools a plus

• Ready to work in eastern shift time (evening 5:30 to morning 2:30 India time)

• Excellent interpersonal and written and oral communication skills.