Assoc Customer Success Mgr @ Replicon

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Assoc Customer Success Mgr

Replicon
3 - 8 years
Kolkata
11 months ago
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Job Description

Day to day responsibilities for the Renewal Growth Specialist (RG Specialist) may include, but are not limited to: Collaborates with Sales, Customer Success Managers, Legal, and Finance teams to ensure customer requirements are met and to provide a seamless customer experience and achieve renewal, uplift, retention, and expansion revenue targets, and to ensure successful, timely renewals and reduced churn risk
Creates proposals and contracts for all existing customer renewals and expansions within assigned territory. This includes renewal documentation, quotes, and amendments including as upgrades, downgrades, pricing, transfers, and migrations, ensuring timely and accurate processing of renewals
Identifies and pursues expansion opportunities by aligning product solutions and add-ons with customers evolving needs and goals. Migrates existing customers from legacy plans onto new packaging and pricing
Proactively provides product renewal date and pricing details to the customer, including notifications, reminders, and any necessary documentation; addresses customer billing questions or inquires
Forecasts and manages pipeline on a monthly and quarterly basis, maintaining accurate customer and contract details, updates, and forecast status in the relevant systems (Salesforce, Gainsight, etc.) daily to enable proper planning and seamless collaboration
Monitors account health indicators and flags any at-risk renewals to the Customer Success Managers for further action
Tracks and analyzes financial, renewal, and forecasts metrics, tracking progress against targets and timelines, proactively addresses risks to retention or satisfaction, and provides updates to management
Analyzes customer feedback to capture product expectations, experience, satisfaction, and abandonment propensity in the CRM system

Job Classification

Industry: IT Services & Consulting
Functional Area / Department: Customer Success, Service & Operations
Role Category: Customer Success
Role: Customer Success Manager
Employement Type: Full time

Contact Details:

Company: Replicon
Location(s): Kolkata

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Keyskills: upselling operations management customer relationship customer service churn client servicing business development customer retention customer support churn management key account management retention customer experience crm

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Replicon

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Assoc Customer Success Mgr @ Replicon

Home > Customer Success