Customer Success Specialist, Advisory

JOB DESCRIPTION

• Uses knowledge and relationships from guiding post-sales implementation of E&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(TSRs)/ Technical Inside Sales Representatives(TISRs), 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.
• Read and follow the Underwriters Laboratories Code of Conduct and follow all physical and digital security practices.
• Performs other duties as directed.

QUALIFICATIONS

• Bachelors and/or graduate degree in business, engineering, or related field.
• Proficient in MS Office (Word, PowerPoint, Excel, Outlook), and CRM software.
• 2+ years of related experience.
• Previous experience in customer facing job, ideally with senior and executive-level customer contacts.
• Business acumen and understanding of business sales processes.
• Native level Japanese proficiency and business level English.

ABOUT US
A global leader in applied safety science, UL Solutions (NYSE: ULS) transforms safety, security and sustainability challenges into opportunities for customers in more than 110 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers' product innovation and business growth. The UL Mark serves as a recognized symbol of trust in our customers' products and reflects an unwavering commitment to advancing our safety mission. We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future. Our science is your advantage.
ABOUT THE TEAM
When you combine the gravitas of a 130-year-old safety science leader with a culture of innovation that pushes the boundaries in new services and technology, you get UL Solutions. As a global team of business and engineering experts, we develop software for a huge range of industries, including medical, sustainability, renewable energy and healthy buildings. Together, we're dedicated to making a real-world difference, to using our knowledge for good and to pioneering positive change. Join our team and use your expertise to transform global safety, security and sustainability.