Associate Customer Success Executive

Leads renewal and simple upsell sales motions for existing accounts, driving retention during the renewal window.
- Drives renewal, achieves retention targets and simple upsell opportunities within the contract renewal window
- Helps customers realize value
- Covers lower complexity deals which cannot be delivered digitally
- Handle escalations from Digital Chat Assist (DCA) related to renewals
- Coverage is through virtual channels, with no travel

**Responsibilities**-**

What are the primary responsibilities and accountabilities of this role?
- 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**-**

Size, nature and complexity of work. Budgetary accountability. Degree of influence.
- 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.

**Knowledge & Skill**-**
- 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**-**

What are the important relationships that strongly influence success? How critical is the customer

relationship?

Primarily external clients.

**Certifications / Education**-**

Describe any licenses, certifications or educational experiences that are either required or helpful

in performing the role. Designate when required.
- Degree-level education or Bachelor’s degree equivalent
- Potentially new graduate (Bachelor’s degree equivalent) who is eager to learn with interest / background in accounting, law, or technology
- 0 - 2 years experience in Customer Success, Customer Service / Support, and / or SaaS implementation

**Professional Experience, Strategic Planning & Decision Making**

Highlight 3-4 key points.
- 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

**Behavioral Competencies**-**

What are the critical competencies that a successful incumbent would possess?
- 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

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