Customer Success Analyst

About Us:

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
• Ready to work in eastern shift time (evening 5:30 to morning 2:30 India time)
• Excellent interpersonal and written and oral communication skills.
• Salesforce: The Customer Company or any CRM experience
• Experience working for a software company in the renewals or customer success department.
• Additional Information
• All your information will be kept confidential according to EEO guidelines.
• Learn more about our high-energy, high-performance global team: Work With Us
• insightsoftware About Us: Hear From Our Team
• Background checks are required for employment with insightsoftware, where permitted by country, state/province.
• At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

Preferred Qualifications

• Knowledge of CPQ, SalesLoft, NetSuite, and other related tools a plus
• Salesforce: The Customer Company or any CRM experience
• Experience working for a software company in the renewals or customer success department.
• Additional Information
• All your information will be kept confidential according to EEO guidelines.
• Learn more about our high-energy, high-performance global team: Work With Us
• insightsoftware About Us: Hear From Our Team
• Background checks are required for employment with insightsoftware, where permitted by country, state/province.
• At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

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
• 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