[Hiring] Customer Success Specialist @Follett Software, LLC

Role Description

As a Customer Success Specialist, your job is to ensure existing customers maintain their investment with Follett Software. Your goal is to achieve a high retention rate for the assigned customers. You will manage the contract renewal cycle for an assigned group of customers within the U.S.

• Serve as the primary point of contact for assigned customers during the renewal process.
• Handle the client renewal from beginning to end, including:
  • Creating an accurate renewal quote.
  • Modifying the quote as needed.
  • Documenting all client interactions.
  • Communicating to the customer.
  • Negotiating as needed to ensure each customer renews.
• Provide proactive outreach to customers ahead of contract expiration.
• Follow a standard renewal playbook for client communications and contract negotiations.
• Collaborate with the sales and sales proposal teams for upsell/cross-sell opportunities.
• Maintain a strong knowledge of Follett Software products and services, as well as all contract/license agreement service terms, pricing, limitations, etc.

Qualifications

• Education: Associate’s degree or equivalent.
• 2+ years of Customer Success, Sales Development, or Business Development Experience.
• Prefer experience working for a B2B SaaS company or K12 Experience and/or Follett Destiny Library Software experience.
• Track record of meeting or exceeding goals in an individually focused, quota carrying role.
• Experience in Account Renewal, Account Management, or Customer Success in K12 industry is preferred but not required.
• Ability to understand and articulate each client's unique buying cycle, procurement stage, and purchasing vehicle.
• Specialized computer knowledge with technical aptitude for using Salesforce or other CRM solutions software.
• Salesforce and Gainsight experience are preferred but not required.
• Thrives in fast-paced environments, embraces challenges with a "can-do" attitude.
• Passionate about understanding and solving customer needs.
• Effective interpersonal and written and verbal communication skills.
• Preferred experience with Salesforce CPQ and at least beginner level Microsoft Word and Excel.
• Proficient PC and technical/software skills.

Requirements

• Handles all operational aspects of creating renewal quotes for customers.
• Reviews and tracks renewal calendar for assigned customer base.
• Proactively identifies customer needs and concerns prior to the start of the 90-day renewal time period.
• Configures and provides accurate renewal quotes to customers 90 days in advance of the contract renewal date.
• Uses standard playbook for written communication when sending accurate renewal quote to each customer.
• Consults and negotiates with customers before and during the 90-day renewal period.
• Documents all client communications accordingly and confirms receipt of quote and customer’s plan to renew.
• Drives incremental revenue opportunities during contract renewal discussions.
• Prepares monthly and/or quarterly reports on customer base and status of upcoming renewals.
• Provides input on activities related to the renewal process and opportunities for process improvements.
• Participates in quarterly sales review meetings and Customer Success teams.
• Other duties and tasks as assigned.

Benefits

• This role is remote and only open to candidates currently located in the United States.
• Requires a suitable space that provides a private and quiet workplace.
• Work hours and schedules may be adjusted as needed.

Physical Requirements

• Perform tasks in a home office environment with frequent virtual meetings.
• Prolonged sitting with sustained visual focus on digital screens.
• Frequent use of keyboard and mouse, involving repetitive hand movements.
• Occasionally adjust position or move within the workspace.
• Minimal travel requirements (less than 10%).

EEO

Follett Software provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.

If you are interested in applying for employment and need assistance or an accommodation in the application process due to a disability, please contact us by email at [email protected] .