Customer Success Analyst

Job Description

Shift timings - 5.30 pm to 2.30 am

Work mode - Work from office (Hyderabad location)

Responsibilities

• Handling "At Risk" customers effectively is crucial for maintaining relationships and preventing churn
• Update customer health information when applicable based on negotiation and discussions with the customer
• Create renewal offers/quotes based on contract information, customer usage, and company direction
• Report and maintain an accurate forecast; manage renewal forecasting meetings and collaboration activities for designated account portfolio
• Negotiate contract terms and pricing with guidance from relevant internal departments and management
• Maintain and update account information in CRM
• Refer potential opportunities for expansion to our Sales team
• Share customer feedback with appropriate internal departments including but not limited to Customer Success, Support, and Management
• Gain a basic knowledge of insightsoftware solutions to better communicate value with customers

Competencies

• To perform the job successfully, an individual should demonstrate the following competencies:
• Drive & Discipline – ability to focus and work hard to achieve the right results.
• Customer Focus - Enthusiastic about making clients successful.
• Integrity – high ethical standards and doing the right thing even when others aren’t looking.
• Mental agility – a keen intellect and comfort with complexity; enjoy tackling new challenges and solving problems.
• Detail-orientation – be thorough and consistently deliver high-quality work

Qualifications

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.
• Preferred qualifications:
• Salesforce: The Customer Company or any CRM experience
• Experience working for a software company Minimum 2 Years in the renewals or customer success department.