Senior Customer Success Analyst

2 weeks ago

Hyderabad, India Simba Technologies Full time

Job Description Key Responsibilities: Strategic Collaboration - Partner with customers and internal stakeholders to manage and execute the renewal process. - Align renewal strategies with broader business objectives to maximize retention and growth. Work Allocation & Performance Management - Act as a point of contact (POC) for renewal-related activities including work allocation, report analysis, and trend tracking. - Conduct monthly renewal discussions with customers and build success stories. - Review cases, perform churn analysis, and maintain monthly scorecards as key KPIs. Renewal Management - Create tailored renewal offers and quotes using customer usage insights and contract data. - Ensure timely delivery of renewal offers and quotes to customer contacts. - Maintain accurate renewal forecasts and lead renewal review meetings for designated accounts. Negotiation & Contracting - Negotiate renewal terms and pricing in collaboration with internal teams to achieve mutually beneficial outcomes. - Process renewal orders efficiently to enhance customer satisfaction. Customer Health & CRM Management - Maintain up-to-date and accurate records in CRM systems (preferably Salesforce). - Monitor customer health metrics and proactively address risks to retention. - Identify and refer upsell or expansion opportunities to the Sales team. Feedback & Continuous Improvement - Collect customer feedback and share insights with Product, Support, and Management teams to drive improvement initiatives. - Continuously develop a deep understanding of the company's software solutions to effectively communicate value propositions.

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