Customer Success Specialist
3 days ago
Requires basic understanding of business, financials, products/services and the market. Manages business retention of smaller and less complex territory/account, products/services or sales process. Supports the retention of existing customers and re-engaging of lapsed customers with higher customer volume than traditional account management/inside/outside sales, and provides strong customer and product support. Improves short and long term business relationships and generates sales leads with frequent contact. Maintains an ongoing business relationship with current industry clients to facilitate future sales. Relies on manager to provide sales plan and manage resources.
The Sales Business Retention Specialist (Customer Success) role is responsible for supporting our Sales teams to increase customer retention rates, identify opportunities and risks, and help our customers to achieve success
Key responsibilities include:
- Collaborate with Sales colleagues to ensure success and support for our existing client base
- Identify cross-sell and upsell opportunities within the software and content space
- Assist with the onboarding of new clients, and mitigate downsell for existing subscription clients
- Offer tailored suggestions to improve customer experience, including referrals for customer training and support
- Share knowledge with the Sales, Operations, Sales Support, Accounts Receivable and Order Management teams to assess and manage risk
- Achieve and exceed KPIs such as retention rate targets, reduction of YOY cancellation rates, and overall portfolio growth
- Have FUN
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