Customer Success Specialist

POSITION SUMMARY

As a Customer Success Specialist your job is to ensure existing customers maintain their investment with Follett Software. Your goal is to achieve a high retention rate for the assigned customers. You will manage the contract renewal cycle for an assigned group of customers within the U.S. . You will serve as the primary point of contact for your assigned customers during the renewal process and handle the client renewal from beginning to end including creating an accurate renewal quote, modifying the quote as needed, documenting all client interactions, communicating to the customer, and negotiating as needed to ensure each customer renews. You will provide proactive outreach to customers ahead of contract expiration and will follow a standard renewal playbook for client communications and contract negotiations. You may also at times provide operational support for creating and updating customer quotes for larger renewals that are owned by the Customer Success Management team. You will also collaborate with the sales and sales proposal teams as needed for upsell/cross-sell opportunities that are uncovered during the renewal process. As a Customer Success Specialist, you will maintain a strong knowledge of Follett Software products and/or services as well as all contract/license agreement service terms, pricing, limitations, etc.

POSITION SCOPE

• Handles all operational aspects of creating renewal quotes for customers and owns the communication and delivery of quotes to assigned customers.
• Reviews and tracks renewal calendar for assigned customer base.
• Proactively identifies customer needs and concerns prior to the start of the 90 – day renewal time period to build an accurate quote.
• Configures and provides accurate renewal quotes to customers 90 days in advance of the contract renewal date.
• Uses standard playbook for written communication when sending accurate renewal quote to each customer.
• May at times provide support for renewal creation for the largest strategic customers for the Customer Success team to manage, negotiate and deliver to customers.
• Consults and negotiates with customers before and during the 90 -day renewal period to resolve any outstanding questions or challenges and leverages the sales team or customer success management as necessary.
• Documents all client communications accordingly and confirms receipt of quote and customer’s plan to renew.
• Drives incremental revenue opportunities during contract renewal discussions and works with Sales and Customer Success teams for proper follow up.
• Prepares monthly and/or quarterly reports on customer base and status (intent to renew) of upcoming renewals for each customer assigned.
• Provides input on activities related to the renewal process and opportunities for process improvements.
• Participate in quarterly sales review meetings and Customer Success teams to understand company forecasts, retention rates, reasons for non-renewal and customer relationship challenges.
• Other duties and tasks as assigned.

QUALIFICATIONS

• Education: Associate’s degree or equivalent
• 2+ years of Customer Success, Sales Development or Business Development Experience
• Prefer experience working for a B2B SaaS company or K12 Experience and/or Follett Destiny Library Software experience
• Track record of meeting or exceeding goals in an individually focused, quota carrying role.
• Experience in Account Renewal, Account Management or Customer Success in K12 industry is preferred but not required.
• The ability to understand and articulate each client's unique buying cycle, procurement stage and purchasing vehicle as early in the process as possible is critical and key to success in this role.
• Specialized computer knowledge with technical aptitude for using Salesforce or other CRM solutions software.
• Salesforce and Gainsight experience are preferred but not required.
• Thrives in fast-paced environments, embraces challenges with a "can-do" attitude, is independent and demonstrates proactive strong problem-solving skills.
• Passionate about understanding and solving customer needs with a strong history of customer outcome focused roles.
• Effective interpersonal and written and verbal communication skills.
• Preferred experience with Salesforce CPQ and at least beginner level Microsoft Word and Excel.
• Proficient PC and technical/software skills.

WORK ENVIRONMENT

• This role is remote and only open to candidates currently located in the United States and able to work without sponsorship. 
• It requires a suitable space that provides a private and quiet workplace. 
• Work hours and schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed. 

PHYSICAL REQUIREMENTS

• Perform tasks in a home office environment with frequent virtual meetings, communications, and interruptions, requiring effective time management and prioritization.
• Prolonged sitting with sustained visual focus on digital screens, requiring the ability to interact at a typical working distance.
• Frequent use of keyboard and mouse, involving repetitive hand movements and fine motor skills for typing, navigating, and handling materials.
• Occasionally adjust position or move within the workspace to reach, retrieve, or access items, involving bending, twisting, or reaching, and occasionally lifting or carrying items weighing up to 10 pounds.
• Travel requirements: Minimal (less than 10%)