Customer Success Specialist, Advisory

JOB DESCRIPTION

• This is a Hybrid position requiring 3 days/week in a UL office.
• Uses knowledge and relationships from guiding post-sales implementation of Software and Advisory (S&A) products / services to collaborate with account owner on renewal strategy and inform planning for expansion opportunities.
• Coordinates post-sale activities to ensure customers are effectively adopting and utilizing software solutions.
• Serves as a single point of contact for post-sales services and ongoing relationship support for assigned customer contacts.
• Builds trust, transparency, and loyalty with customer contacts; Directs feedback internally when appropriate.
• Encourages upgrades and renewals and connects customer personnel to relevant UL personnel (account managers, Technical Sales Representatives, Technical Inside Sales Representatives, Software Solution Architects, delivery teams, etc.) when applicable.
• Engages with customers to position and win renewal business.
• Under moderate supervision, drives toward meeting post-sale and pre-renewal milestones for customer adoption of software.
• Takes ownership of a variety of product, investment, and technical issues and ensure complete resolution from the customers perspective.
• Supports implementation and fulfilment teams to deliver solution to customer post-sale.
• Under moderate supervision, identifies frequent pain points and roadblocks to software implementation and prepares solutions.
• Under moderate supervision, identifies opportunities for renewals and positions UL to win them.
• Collaborates with internal resources until an issue is resolved and communicated to customer.
• Provides input to account manager, TSRs/TISRs, and Software Solution Architect (where appropriate) to inform renewals and sales strategy.
• Builds an internal UL problem solving network, works under moderate guidance and engages internal personnel to problems, improve delivery, etc.
• The target annual pay range for this position is $74,250. - $94,500. which includes a base salary of $55,000. - $70,000. and 100% on target performance. Members of the sales function are eligible to participate in the UL Solutions Sales Incentive Plan. The annual target incentive for this position is 35% of the base salary, paid quarterly, and is contingent upon performance. Employees are eligible for health benefits such as medical, dental and vision; wellness benefits such as mental & financial health; and retirement savings (401K) commensurate with the standard rewards offered in each individual location or country, for the relevant position level.
• We also provide employees with paid time off including vacation (15 days), holiday including floating holidays (12 days) and sick time off (72 hours).
• Internal applicants with questions related to the Total Rewards for this position should submit a ticket via askHR for more insights.

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QUALIFICATIONS

• Bachelors and/or graduate degree in business, engineering, or related field.
• 2+ years of related experience.
• Previous, documented B2B Sales Experience and/or Customer Success Specialist (CSS) supporting Software customers a Must. Must be comfortable making multiple, daily phone calls with customers.
• Previous experience in customer facing job, ideally with senior and executive-level customer contacts.
• Business acumen and understanding of business sales processes.
• Proficient in MS Office (Word, PowerPoint, Excel, Outlook), and CRM software.