Customer success analyst

Job Description

Shift timings - 5.30 pm to 2.30 am

Work mode - Work from office (Hyderabad location)

Responsibilities

Handling "At Risk" customers effectively is crucial for maintaining relationships and preventing churn Update customer health information when applicable based on negotiation and discussions with the customer Create renewal offers/quotes based on contract information, customer usage, and company direction 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 Maintain and update account information in CRM 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

Qualifications

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, Sales Loft, Net Suite, 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. Preferred qualifications: Salesforce: The Customer Company or any CRM experience Experience working for a software company Minimum 2 Years in the renewals or customer success department.