Customer Success Analyst(B2B,Global Exposure)

Job Description

Shift timings - 5.30 pm to 2.30 am

Work mode - Work from office (Hyderabad location)

Responsibilities

• Proactively work with our Renewals Managers to renew customer s 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 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.
• Proactively work with our Renewals Managers to renew customer s 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.