Customer Success Specialist

At Service Express, we believe that great work starts with great people! Looking for the right people to be on our team is a top priority for us, but we know we can’t ask people to join our team without knowing more about us!

The main role of the Customer Success Specialist is to partner with the sales team by managing contract renewals, assisting with Salesforce and quote administration, contract generation, agreement finalization, and maintaining a smooth billing process for our customers. This position also provides support to the sales team by offering contract maintenance, renewal solutions, and specialized billing that meets our customer's needs. 

To be successful in this role, you must be able to navigate grey areas and find workable solutions. This is an opportunity to closely collaborate with our sales organization and their customers. 

Here's what this position is all about...

Renewals: 

• Communicate & collaborate with sales team members 120-150 days prior to agreement expiration date to obtain list of renewals to be responsible for
• Facilitate the renewal of customers at least 30 days in advance of their contract expiration date
• Generate renewal documents through the intranet
• Update Salesforce software with customer information in a timely manner
• Communicate renewal progress with sales team members throughout the renewal process
• Update information within agreements as needed  
• Build relationships with customers and secure future business 

 Sales Support:

• Support sales team with contract/billing questions and projects including comparing Excel spreadsheets, agreement mergers, providing customer specific reports, and completing large contractual requests such as adds and deletes
• Maintain Salesforce opportunities and contacts updated on an as needed basis and monitor on a continual basis
• Administer Salesforce and Trakker changes to identify and keep up with sales trends
• Monitor and correct sales results based on contract changes
• Coordinates calls & meetings for technical discussions, billing questions, service concerns or customer onboarding
• Manage vendor onboarding by partnering with the Contract Team
• Assist Sales Team with daily email volume regarding customer requests
• Meet with Sales Team on a continual basis to strategize best practices

 Billing and Contract Administration:

• Provide timely and accurate contract changes and invoice generation while adapting to changing schedules and priorities within a fast-paced, deadline-driven environment
• Assist external customers with invoice and contract specific questions by providing excellent customer service; resolve customer concerns and research agreement specifics as needed; escalate concerns to management as appropriate
• Gather purchase orders 30 days in advance of expiration in order to maintain contractual agreements in an active status and be able to continually serve and add value to the customer
• Collaborate internally on process improvement initiatives in order to ensure process sustainability for external customers and internal growth
• Monitor Suggestions Not Billed and other reports

Desired Skills & Experience:

• Experience in sales support, contract management or renewal support preferred
• Background in customer service ideal

We offer you:

• Workplace flexibility that empowers our employees
• “Hire the Will and Train the Skill” culture with an effective field service training program
• Access to best-in-class support teams within our service-oriented company
• Personal growth and advancement opportunities
• Paid volunteer hours and birthday off
• Several health insurance offerings that start on day one
• 50% health club membership reimbursement
• Company 401k match
• Compensation: $24-$28.85 per hour based on experience