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Customer Success Specialist

Inclusively

Inclusively

Customer Service, Sales & Business Development
United States
Posted on Monday, July 8, 2024

Inclusively is partnering with a safety science company to hire an Senior Customer Success Specialist, Advisory. **Please note: this role is NOT an internal position with Inclusively but with the partner company.**

ABOUT INCLUSIVELY:

Inclusively is a digital tech platform that connects candidates with disabilities, who may benefit from workplace accommodations, to inclusive employers. This includes all disabilities under the ADA, including mental health conditions (e.g. anxiety, depression, PTSD), chronic illnesses (e.g. diabetes, Long COVID), and neurodivergence (e.g. autism, ADHD). Applicants with one or more of these conditions are encouraged to apply; Inclusively does not require applicants to disclose their specific disability.

JOB DESCRIPTION

  • Uses knowledge and relationships from guiding post-sales implementation of Software & 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; gauges customers levels of engagement with our company and directs feedback internally when appropriate.
  • Encourages upgrades, manages and is accountable for all client renewals and connects customer personnel to relevant company sales personnel
  • Engages with customers in order to position and win renewal business.
  • 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.
  • Proactively identifies frequent pain points and roadblocks to software implementation and prepares solutions.
  • Identifies opportunities for renewals and positions in our company to win them
  • Identifies risks that can lead to clients not renewing and pro-actively work with the client and relevant internal teams to mitigate them.
  • Collaborates with internal resources until an issue is resolved and communicated to customer.
  • Provides input to account management team to inform renewals and sales strategy based on partnership with customer and deep understanding of needs, where applicable.
  • Builds an internal problem solving network, proactively engages internal personnel to anticipate problems, improve delivery, etc.
  • The target annual pay range for this position is $108,000- $135,000K which includes a base salary of $80,000-100,000 and 100% on target performance. Members of the sales function are eligible to participate in the Sales Incentive Plan. 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. Plans sales strategy and maintains ongoing plan to prioritize portfolio of accounts and maintain relationships throughout the year.
  • The application deadline for this position is 1/1/2025

QUALIFICATIONS

  • Bachelors degree in business, engineering, or related field.
  • 6+ years of experience selling software and renewals
  • Previous experience in customer facing job, ideally with senior and executive-level customer contacts.
  • Business and commercial acumen and understanding of business sales processes.
  • Proficient in MS Office (Word, PowerPoint, Excel, Outlook), and CRM software.