Company Description

Insightsoftware is a leading provider of reporting, analytics, and performance management solutions. Over 30,000 organizations worldwide rely on us to support business needs in the areas of accounting, finance, operations, supply chain, tax, budgeting, planning, HR, and disclosure management. We enable the Office of the CFO to connect to and make sense of their data in real time so they can proactively drive greater financial intelligence across their organization. Our best-in-class solutions provide customers with increased productivity, visibility, accuracy, and compliance. Learn more at insightsoftware.com.

Job Description

The Customer Success Analyst will be responsible for assisting our customers deemed “at risk” for not renewing their annual support & maintenance contracts. This role will be assigned cases via salesforce and is responsible for providing friendly, timely and professional responses to our customers with the goals of getting them to pay their upcoming maintenance renewal invoice. To be successful, candidates must have superb verbal and written communication skills and the ability to handle a variety of tasks and projects at once.

Working Timings:

Ready to work as per eastern shift timings, (5:00 PM to 2:00 AM IST)

Work from office - Hyderabad location.

Job Description:

Responsibilities:

• Work within our internal CRM system to handle customer success cases in a timely and professional manner – may include churn escalations and/or price negotiations.
• Work within Salesforce CPQ to adjust renewal quotes for customer review.
• Collaborate with sales, product, accounting, and other internal teams to find answers as needed to solve customer issues.
• Escalate customer concerns or issues that may prevent a customer from renewing their maintenance contract
• Ensure customer retention by closing the Risk in company Favour
• Work collaboratively with internal stakeholders in addressing At Risk case

Achievements/Goals

• Number of Closed Wons Vs Closed Lost Retained Revenue
• 95% Case Resolution should be resolved with-in 30days
• Improved on First Contact Resolution time
• Adherence & Measure internal SLA and Quality Audit
• Work toward renewals and achieve or exceed plan of 92.5% GRR and 96% ARR for the organization

Qualifications

Minimum qualifications:

• 2-4 years’ experience, or the equivalent training/degree, working in customer success, customer support – ideally at a software company
• Excellent analytical, critical thinking, problem-solving, interpersonal, and relationship-building skills
• High level of attention to detail

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

• Drive & Discipline – ability to focus and work hard to achieve the right results.
• Integrity – high ethical standards and doing the right thing even when others aren’t looking.
• Mental agility – a keen intellect and comfort with complexity; enjoy tackling new challenges and solving problems.
• Detail-orientation – be thorough and consistently deliver high quality work.
• Excellent Written and Verbal communicational Skills
• Ready to work as per eastern shift timings, (5:00 PM to 2:00 AM IST)

Preferred qualifications:

• Salesforce: The Customer Company experience
• Experience working for a software company in the Retention, Renewals or customer success department.

Additional Information

All your information will be kept confidential according to EEO guidelines.

** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **

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Background checks are required for employment with insightsoftware, where permitted by country, state/province.

At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.