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Customer Success Analyst
2 months ago
Customer Success Analyst - Job Description
We’re HCSS. We’re a software company based in Sugar Land, TX and we provide innovative solutions for the construction industry that helps streamline their operations. Our mission at HCSS is helping customers achieve excellence through our proven, customer-centric, end-to-end solutions and exceptionally helpful service, while providing a great life for our employees. With this mission at the forefront of everything we do, we’re recognized as a pioneer and leader in our market and nominated the “Best Companies to Work for in Texas” 15 years in a row.
WHO WE NEED:
We’re looking for a Customer Success Analyst to join our team and help manage renewals and customer account growth for the “Low” customer segment, from $15k up to $100k ARR. The ultimate goal for each customer is to help them grow ARR through cross-selling and IQL activities. The accounts in this segment have some of the highest ARR growth potential, so it’s vital to partner with the Product Adoption lead to help increase product value for all customers in this segment.
WHAT YOU’LL DO:
Daily Activities
Work through customer renewals, with a goal of switching the maximum number of customers possible to the auto-renewing contract
Renewals: Renewals should be signed on average early 90% with a priority of high dollar renewals
Renewal Expectations
Miss: 10+% of renewals are overdue (overdue based on not signing on time)
What Success Looks Like: 90% of renewals are signed on time with your large renewals not going overdue
Throughout 2024, all renewals should be presented as switching over to the auto-renewing contract for all customers. If a customer pushes back on signing the auto-renew contract, please escalate to your manager and the Director, CS
Escalate renewal problems or significant churn risks to your manager as they occur
Monitor customer health via Gainsight
Action all automated CTA’s
Lead NPS responses for negative reviews that any customers have given us.
Weekly Activities
Create IQL’s as needed, when customers express interest in using other products in the HCSS family. You will receive an individual bonus if your IQL converts into a completed demo and/or a closed won sale to the customer
Account Handoff: The handoff should be complete within 2 weeks of getting it from Implementation
Handoff Process/Template
Create CTA
Reach out to the customer
Miss: You don’t reach out to the customer within 2 weeks to start conversations
What Success Looks Like: Customer is outreached and begins to work with CS. Minimum expectation would be capturing goals and offering resources to the customer. Exceeding expectations would be the establishment of a success plan.
Product Adoption activities, in partnership with the Product Adoption lead in the CS team.
Take any possible proactive actions with your accounts to help them realize more value from the investment that they are making in HCSS’ products
Monthly Activities
Recommend new automation ideas as they occur to you to your manager
Automation ideas should focus on areas that will better help predict customer churn risk, or that will make your job easier and less manual
Recommend process improvements as they occur to you to your manager
Review your “Renewals Overview by CSM” dashboard to monitor the impact your work is having on renewals and maintain a line of sight to upcoming renewals
Proactively schedule continued learning sessions/trainings for yourself using the annual allowance that is available to all members of our team for continued learning in job-related skills.
Monthly GRR and Renewals review with your manager and the Director, CS
Achieve cumulative HJ Web GRR > 85%
Follow up with your full logo and product churns from 3 to 4 months ago to see if there is an opportunity to win them back.
ABR Responsibilities
BENEFITS & PERKS:
Part of our mission statement is to provide a great life for our employees. We believe that happy employees make for a better company, so we take care of them. Here are a few of the perks we offer:
Flexibility for you to work in-office or hybrid.
Medical and Dental Premiums.
On-site amenities including covered basketball court, soccer field, 200-meter track, etc
401K with match.
Tuition reimbursement.
And more
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