Customer Success Analyst

Overview

Customer Success Analyst role at insightsoftware in Hyderabad, managing renewals and at-risk customers for a designated account portfolio.

What you'll do

• Handle "At Risk" customers effectively to maintain relationships and prevent 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 the 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.

What you'll need

• Renewals Management or Account Management experience 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, written and oral communication skills.
• Competencies: Drive and Discipline; Customer Focus; Integrity; Mental agility; Detail-orientation.

Nice to have

• Knowledge of CPQ, SalesLoft, NetSuite, and other related tools.
• Salesforce: The Customer Company or any CRM experience.
• Experience working for a software company in the renewals or customer success department.

Details

• Location: Hyderabad, India (work from office).
• Shift timings: 5:30 pm to 2:30 am.
• Background checks are required, where permitted by country, state/province.