Senior Customer Success Analyst

Key Responsibilities: 

• Strategic Collaboration: Proactively partner with Customers, internal stakeholders to drive the renewal process for customer software maintenance agreements and subscriptions, ensuring alignment with business goals. 

• Work Allocation – Should be a POC to contribute work allocation, analyse reports, trends, customer call outs, building success stories, ensuring monthly renewal discussions with customer. 

• Audits – Review cases, audits, churn analysis, monthly score card for the CSA will be the major KPIs 

• Renewal Offers/Quotes Creation: Develop tailored renewal offers and quotes utilizing contract information, customer usage insights, and company direction. 

• Timely Delivery: Ensure the timely delivery of renewal offers and quotes to the appropriate customer contacts, facilitating an efficient renewal process. 

• Accurate Forecasting and Reporting: Maintain an accurate forecast of renewals; lead renewal forecasting meetings and collaborative activities for designated account portfolios. 

• Contract Negotiation: Negotiate contract terms and pricing effectively, with guidance from relevant internal departments and management, to achieve favourable outcomes for both the company and the customer. 

• Order Processing: Process renewal orders promptly to enhance customer satisfaction and operational efficiency. 

• CRM Management: Maintain and update account information in the CRM system, ensuring accuracy and completeness of all relevant data. 

• Customer Health Monitoring: Update customer health metrics based on negotiations and discussions, proactively managing customer relationships. 

• Opportunity Referral: Identify and refer potential expansion opportunities to the Sales team, contributing to growth initiatives. 

• Feedback Integration: Collect and share customer feedback with relevant internal teams, including Customer Success, Support, and Management, to drive improvements. 

• Product Knowledge Development: Gain an in-depth understanding of insightsoftware solutions to effectively communicate value and benefits to customers. 

Minimum qualifications: 

• 6 to 9 years’ experience in Renewals Management or Account Management in the software industry 

• Knowledge of CRM systems, preferably Salesforce: The Customer Company   

• Knowledge and experience reviewing and comprehending contract terms, preferably in software 

• Ability to work in a fast-paced environment 

• Ability to work cross-functionally with other departments and team members 

• Comfortable in a highly autonomous role with strong organizational skills 

• Knowledge of CPQ, SalesLoft, NetSuite, and other related tools a plus 

• Ready to work in eastern shift time (evening 5:30 to morning 2:30 India time) 

• Excellent interpersonal and written and oral communication skills. 

All your information will be kept confidential according to EEO guidelines.

** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **

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