Senior Customer Success Analyst

Job Description

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.

Qualifications

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.

Additional Information

All your information will be kept confidential according to EEO guidelines.

At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located.

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