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Customer Success Specialist, Advisory - Vancouver, United States - UL
Description
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.
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.
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.
The annual target incentive for this position is 35% of the base salary, paid quarterly, and is contingent upon performance.
Employees are eligible for health benefits such as medical, dental and vision; wellness benefits such as mental & financial health; and retirement savings (401K) commensurate with the standard rewards offered in each individual location or country, for the relevant position level.
We also provide employees with paid time off including vacation (15 days), holiday including floating holidays (12 days) and sick time off (72 hours).
Internal applicants with questions related to the Total Rewards for this position should submit a ticket via askHR for more insights.
#LI-Hybrid
Bachelors and/or graduate degree in business, engineering, or related field.
2+ years of related experience.
Previous, documented B2B Sales Experience and/or Customer Success Specialist (CSS) supporting Software customers a Must. Must be comfortable making multiple, daily phone calls with customers.
Previous experience in customer facing job, ideally with senior and executive-level customer contacts.
Business acumen and understanding of business sales processes.
Proficient in MS Office (Word, PowerPoint, Excel, Outlook), and CRM software.
UL LLC has been and will continue to be an equal opportunity employer.
To assure full implementation of this equal employment policy, we will take steps to assure that:
Persons are recruited, hired, assigned and promoted without regard to race, color, age, sex or gender, sexual orientation, gender identity, gender expression, transgender status, religion, creed, national origin, ethnicity, citizenship, ancestry, disability, genetic information, military or veteran status, pregnancy, marital or familial status, or any other protected category under applicable law.
