Customer Success Strategist

5 days ago


San Diego, California, United States VanderHouwen Full time
About the Role

We are seeking a skilled Customer Success Specialist to drive customer engagement and success through technical expertise, strategic collaboration, and a strong focus on renewal and retention processes.

This role is pivotal in driving customer engagement and success through technical expertise, strategic collaboration, and a strong focus on renewal and retention processes.

Key Responsibilities
  • Drive Account Renewals: Cultivate, influence, and secure account renewals while protecting and enhancing customer trust.
  • Manage the Renewal Process: Execute all phases of the renewal process, including account review, customer notifications, quote creation, and strategic negotiation to close renewals.
  • Collaborate Across Teams: Work closely with Customer Success, Sales, Product Management, and Legal teams to develop renewal strategies using data-driven insights.
  • Ensure Accuracy: Review renewals for accuracy, validate pricing and license counts in Salesforce and Oracle, and communicate necessary changes to customers.
  • Mitigate Churn: Monitor at-risk accounts and develop strategic plans to reduce customer churn.
  • Set and Achieve Goals: Consistently meet or exceed quarterly and annual renewal goals.
  • Adopt New Initiatives: Proactively adopt and implement new initiatives and programs that support customer success and retention.
  • Track Progress: Prepare activity and forecast reports to track progress and ensure alignment with team objectives.
Requirements
  • Associate's degree in Finance, Accounting, Business, or a related field preferred. Candidates without higher education will also be considered.
  • 5+ years of experience in customer support, service/management, accounts receivable, or a related field. Open to candidates with 20+ years of experience.
  • Strong knowledge of Salesforce and Oracle.
  • Familiarity with Microsoft Systems.
  • Exceptional written and verbal communication skills, with a focus on engaging effectively with C-level executives and stakeholders.
  • Proven ability to interface directly with customers, particularly at the executive level.
  • Understanding of quoting, billing, contracts, and order processing.
Preferred Qualifications
  • Bachelor's degree in Finance, Accounting, Business, or a related field.
  • Experience working with software solutions in the construction industry.
  • Experience with NetSuite in addition to Salesforce.
  • Background in supporting a sales or financial-oriented organization.


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