Associate Customer Success Specialist - Hartford, United States - Follett School Solutions LLC
Description
Position Overview:
Responsibilities:
- Renewal Management:_
- Handles all customer interactions during the renewal cycle from follow up on inquiries to modification of renewal quotes to delivery of the quote to assigned customers.
- Is accountable for ensuring each customer agrees to quote and renews and follows system workflow to keep track of renewal as it progresses through the stages to closure.
- May at times provide support for renewal creation for the midtier customers for the Customer Success Specialist team to manage, negotiate and deliver to customers.
- Renewal Negotiations:_
- Since the Associate CSS is managing the renewal process for a specific segment that means they will encounter discussions with customers where they may have to negotiate.
- The Associate CSS is empowered to have those conversations unique to each customer and go to management and the CSM with proposed adjustments and concessions to ensure the renewal.
- If needed, the Associate CSS should leverage the sales team or customer success management as necessary.
- The Associate CSS should document all client communications accordingly and confirm receipt of quote and customer's plan to renew. When needed, they should escalate customer concerns to Management.
- Customer Success Operations Support:_
- There will be times where the Associate CSS will have to support the larger team operationally by providing quote management support in the form of renewal quote modification and creation. This can occur during heavy quoting periods. When asked, the Associate CSS will need to coordinate with Customer Service to manage certain accounts that need specific attention. They may also need to coordinate with Order Fulfillment to process orders. If those teams get backed up, they may also be asked to perform account support activities for customer requests, including blocking and disabling. All of these additional tasks are directly tied to renewals that need to be worked and processed and due to team bandwidth require additional assistance. They may also be asked to work on special projects and other duties as assigned
Qualifications:
- 12 years of relevant experience
- Solid customer service, organizational, time management, written and phone skills;
- Ability to work both independently and as part of a team
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