Associate Customer Success Executive


Role Purpose-

Leads renewal and simple upsell sales motions for existing accounts, driving retention during the renewal window.


Drives renewal, achieves retention targets and simple upsell opportunities within the contract renewal window


Helps customers realize value


Covers lower complexity deals which cannot be delivered digitally


Handle escalations from Digital Chat Assist (DCA) related to renewals


Coverage is through virtual channels, with no travel


NOTE: This role involves working in US Hours (Night Shifts)

Responsibilities-


Closes renewals and simple upsell opportunities for assigned accounts and/ or geography


Support low-touch customers with end-to-end renewal motion (supported by digital tools, autorenewal and self-serve options)


Manage high-risk low-touch accounts to reduce likelihood of churn and, ideally, drive growth


Generate qualified leads for cross-sell / complex upsell to be handed off to Sales Executives


Identifies the best virtual channel for engagement with customers


Supports in developing and executing account and / or territory growth strategies


Possesses core knowledge across products within the subsegment and engages Product and/ or Sales Specialists where deep product expertise is required to drive to close


Understands specific customer archetypes and needs which are most prevalent within the subsegment and account and/ or territory


Handles all escalations from Digital chat Assists


Uses an automated and insight-driven Salesforce workflow to progress deals. Enters and maintains clean customer information in Gainsight (if deployed within subsegment) for respective book of customers.


Utilizes tools like trigger-based, auto-renewals engine, 24×7 phone support w/ 4 hour response, digital marketing campaigns, email & web support to improve productivity


KPIs include-Nurturing opportunities and moving more renewals outside the ‘digital first’ selling scenarios

Revenue $ and growth

Renewal / retention rate (%)

Customer Satisfaction / Net Promoter Score

Qualified leads passed to sales (#)

Product usage %


Scope and Impact-

Size, nature and complexity of work. Budgetary accountability. Degree of influence.


May lead and be accountable for straight-forward projects and associated teams.


Provides input to the objectives and goals of the department.


Responsible for managing own time and responsibilities.


Participates in complex projects that affect a Business Unit or regional area.


May train or mentor colleagues.


Certifications / Education-


Degree-level education or Bachelor’s degree equivalent


2- 6 years experience in Customer Success, Inside sales ,Customer Service / Support, and / or SaaS implementation


Professional Experience, Strategic Planning & Decision Making


Sets priorities to meet deadlines; develops plans to meet short-term objectives.


Applies a wide range of policies or standards in straightforward situations.


Identifies and resolves standard technical and operational problems.


Decisions involve interpretation of data, planning own work, or refining the methods and techniques to be used


Behavioral Competencies-

What are the critical competencies that a successful incumbent would possess?


Strong, clear communications skills—both written and verbal


Building Relationships​


Closing Skills​


Dealing with Challenges​


Influence & Persuade​


Negotiation


Strong interpersonal skills, sociability, and extroversion


Collaborative, solution-oriented problem-solver

Posted
06/19/2022
Location
Hyderabad, TG, IN