Customer Success Analyst ( B2B,Global Exposure )

Job Description

Shift timings - 5.30 pm to 2.30 am Responsibilities Proactively work with our Renewals Managers to renew customers software maintenance agreements and subscriptions. Create renewal offers/quotes based on contract information, customer usage, and company direction. Deliver renewal offers/quotes on time to appropriate customer contacts. 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. Process renewal orders. Maintain and update account information in CRM. Update customer health information when applicable based on negotiation and discussions with the customer. 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 arent 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. Proactively work with our Renewals Managers to renew customers software maintenance agreements and subscriptions Create renewal offers/quotes based on contract information, customer usage, and company direction Deliver renewal offers/quotes on time to appropriate customer contacts 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 Process renewal orders Maintain and update account information in CRM. Update customer health information when applicable based on negotiation and discussions with the customer. 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. Qualifications 2 to 4 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. Preferred qualifications: Salesforce: The Customer Company or any CRM experience Experience working for a software company in the renewals or customer success department.