Customer Success Specialist (HID1554)

Location: 
Remote North AmericaUSRemote
HID Global
2021-03-01
Job Type: 
Full-time
Functional Area: 
Sales
Job Level: 
Executive

Location: Remote, United States

Travel: up to 25%

 

If you want to be part of pioneer players at a company that is changing the world, please read on!

Customer Success Specialist is  accountable for customer retention by owning and executing a large portfolio of renewal contracts. This is a critically important role for our growing customer base and you will be a key contributor to the success of HID IAM and its financial metrics.

 

Duties and Responsibilities include the following. Other duties may be assigned.

  • Manage a portfolio of annual customer renewals ensuring on-time customer retention.
  • Meet and exceed assigned Customer Renewal objectives and quotas for renewal business.
  • Establish and actively participate in weekly reviews of upcoming, current and delinquent renewals, ensure accurate status updates and clear next steps to unblock and secure timely contract renewals.
  • Drive cross-team collaboration between sales, customer success, professional services, technical support and other teams to ensure progress on every renewal you own.
  • Participate in Account Planning sessions with Customer Success Managers and Sales Representatives to discuss variuous renewal scenarios, including potential expansion and cross-sell opportunities.
  • Work closely with Finance and Legal teams to ensure all contracts are accurately represented in tools and reports, and all key data is kept up to date.
  • Proactively prepare and send contract renewal proposals to customers and partners.
  • Track and manage all renewal activity in Saleforce.com.
  • Stay in regular touch with customers and partners as renewals are in progress, and respond to any inquiries related to the renewal process and details.
  • Maintain and report an accurate forecast of renewals of assigned portfolio.

 

Qualifications

  • 2-4 years of experience in renewal management, specifically in SaaS environments, account management or equivalent customer facing role.
  • Experience collaborating with finance, legal/contract management teams to facilitate the contract review, revision and execution.
  • Ability to work independently.
  • Strong time and process management skills and attention to detail.
  • Ability to work in a fast-paced, high-growth and rapidly evolving environment.
  • Strong oral and written communication skills working with external clients and partners.
  • Experience negotiating complex multi-year services contracts.
  • Bachelor’s degree in related field. Candidates with equivalent education plus relevant work experience may also be considered.       

 

Computer Skills     

  • Proficient in MS Office applications, such as Word, Excel, PowerPoint, etc.
  • Familiar with operating systems, such as Windows, etc.
  • Experience with CRM systems such Salesforce.com

 

Employer/Minorities/Female/Disabled/Veteran

 

HID Global powers the trusted identities of the world's people, places and things. Everyday millions of people in more than 100 countries use our products and services to securely access physical and digital places. Over 2 billion things that need to be identified, verified and tracked are connected through HID Global’s technology. We make it possible for people to transact safely, work productively and travel freely. We work with governments, universities, hospitals, financial institutions and some of the most innovative companies on the planet—helping them to create trusting and trusted physical and digital environments so that they and the people who use them can fulfill their potential. Headquartered in Austin, Texas, HID Global has over 4,000 employees worldwide and operates international offices that support more than 100 countries. HID Global® is an ASSA ABLOY Group brand. For more information, visit www.hidglobal.com.