Customer Success Specialist
- This is a Hybrid position requiring 3 days/week in a UL office.
- Uses knowledge and relationships from guiding post-sales implementation of Software and Advisory (S&A) products / services to collaborate with account owner on renewal strategy and inform planning for expansion opportunities.
- Coordinates post-sale activities to ensure customers are effectively adopting and utilizing software solutions.
- Serves as a single point of contact for post-sales services and ongoing relationship support for assigned customer contacts.
- Builds trust, transparency, and loyalty with customer contacts; Directs feedback internally when appropriate.
- Encourages upgrades and renewals and connects customer personnel to relevant UL personnel (account managers, Technical Sales Representatives, Technical Inside Sales Representatives, Software Solution Architects, delivery teams, etc.) when applicable.
- Engages with customers to position and win renewal business.
- Under moderate supervision, drives toward meeting post-sale and pre-renewal milestones for customer adoption of software.
- Takes ownership of a variety of product, investment, and technical issues and ensure complete resolution from the customers perspective.
- Supports implementation and fulfilment teams to deliver solution to customer post-sale.
- Under moderate supervision, identifies frequent pain points and roadblocks to software implementation and prepares solutions.
- Under moderate supervision, identifies opportunities for renewals and positions UL to win them.
- Collaborates with internal resources until an issue is resolved and communicated to customer.
- Provides input to account manager, TSRs/TISRs, and Software Solution Architect (where appropriate) to inform renewals and sales strategy.
- Builds an internal UL problem solving network, works under moderate guidance and engages internal personnel to problems, improve delivery, etc.
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