Senior Customer Success Analyst
ConfidentialHyderabad / Secunderabad, Telangana5 days ago
Job descriptionAct as a point of contact (POC) for renewal-related activities including work allocation, report analysis, and trend tracking. Conduct monthly renewal discussions with customers and build success stories. Review cases, perform churn analysis, and maintain monthly scorecards as key KPIs. Create tailored renewal offers and quotes using customer usage insights and contract data. Ensure timely delivery of renewal offers and quotes to customer contacts. Maintain accurate renewal forecasts and lead renewal review meetings for designated accounts. Negotiate renewal terms and pricing in collaboration with internal teams to achieve mutually beneficial outcomes. Process renewal orders efficiently to enhance customer satisfaction. Maintain up-to-date and accurate records in CRM systems (preferably Salesforce). Monitor customer health metrics and proactively address risks to retention. Identify and refer upsell or expansion opportunities to the Sales team. Collect customer feedback and share insights with Product, Support, and Management teams to drive improvement initiatives. Continuously develop a deep understanding of the company's software solutions to effectively communicate value propositions.
Key Responsibilities :
Strategic Collaboration
- Partner with customers and internal stakeholders to manage and execute the renewal process.
- Align renewal strategies with broader business objectives to maximize retention and growth.
Work Allocation & Performance Management
Renewal Management
Negotiation & Contracting
Customer Health & CRM Management
Feedback & Continuous Improvement
Skills Required
Customer Success, Account Management, Crm, Salesforce
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Senior Analyst • Hyderabad / Secunderabad, Telangana
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