Associate Customer Success Executive

4 weeks ago

Hyderabad Telangana, India Thomson Reuters Full time

Are you looking for a dynamic role that involves closing renewals, identifying growth opportunities, and engaging with customers across virtual channels? As an Associate Customer Success Executive, you’ll play a pivotal role in driving satisfaction and revenue growth.

**Shift Timing - 2:00 PM - 11:00 PM**
**Hybrid Work Model: Work from Office Twice a week**

**About the Role**:
In this role as an Associate Customer Success Executive, you will be involved in:

- Closes renewals and simple upsell opportunities for assigned accounts and/ or geography
- Support low-touch customers with end-to-end renewal motion (supported by digital tools, autorenewal and self-serve options)
- Manage high-risk low-touch accounts to reduce likelihood of churn and, ideally, drive growth
- Generate qualified leads for cross-sell / complex upsell to be handed off to Sales Executives
- Identifies the best virtual channel for engagement with customers
- Supports in developing and executing account and / or territory growth strategies
- Possesses core knowledge across products within the subsegment and engages Product and/ or Sales Specialists where deep product expertise is required to drive to close
- Understands specific customer archetypes and needs which are most prevalent within the subsegment and account and/ or territory
- Handles all escalations from Digital chat Assists
- Uses an automated and insight-driven Salesforce workflow to progress deals. Enters and maintains clean customer information in Gainsight (if deployed within subsegment) for respective book of customers.
- KPIs include-Nurturing opportunities and moving more renewals outside the ‘digital first’ selling scenarios

**Revenue $ and growth**
- Renewal / retention rate (%)
- Customer Satisfaction / Net Promoter Score
- Qualified leads passed to sales (#)
- Product usage %

**Scope and Impact-**
- May lead and be accountable for straight-forward projects and associated teams.
- Provides input to the objectives and goals of the department.
- Responsible for managing own time and responsibilities.
- Participates in complex projects that affect a Business Unit or regional area.
- May train or mentor colleagues.

**About You**:
**4-8 years'** experience in Customer Success, Customer Service / Support, and / or SaaS implementation.

You are a fit for the role of Associate Customer Success Executive role, if your background includes:
**Strategic Planning & Decision Making**
- Sets priorities to meet deadlines; develops plans to meet short-term objectives.
- Applies a wide range of policies or standards in straightforward situations.
- Identifies and resolves standard technical and operational problems.
- Decisions involve interpretation of data, planning own work, or refining the methods and techniques to be used
- Junior-level professional with knowledge in a technical discipline or specialization.
- Position for a developing professional building experience in their specialist function.
- Good understanding of roles of relevant functional groups in own area.
- Suggests process improvement following investigative, analytic or diagnostic services.

**Relationships: Internal / External-**

Relations focused upon the below question:

- What are the important relationships that strongly influence success? How critical is the customer relationship?
- Primarily external clients.

**Certifications / Education-**
- Degree-level education or bachelor’s degree equivalent

**Behavioral Competencies-**
- Strong, clear communications skills—both written and verbal
- Building Relationships
- Closing Skills
- Dealing with Challenges
- Influence & Persuade
- Negotiation
- Strong interpersonal skills, sociability, and extroversion
- Collaborative, solution-oriented problem-solver

LI-OE1

**What's in it For You?**

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

- ** Hybrid Work Model**: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected
- ** Wellbeing**: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
- ** Culture**:Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
- ** Learning & Development**:LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.

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