Associate Customer Success Specialist

POSITION SUMMARY

As an Associate Customer Success Specialist (CSS), your primary responsibility is to drive customer retention by proactively managing a distinct segment of customers—Follett’s Tech Touch and Inside accounts. You’ll be the main point of contact for your assigned customers, guiding them through the renewal process and addressing any questions or concerns they may have along the way.

Your role includes reaching out to customers via phone and email to ensure they receive their renewal quote, discussing any price changes, product updates, or renewal terms, and addressing customer objections. You'll collaborate with your team and leadership when needed to make adjustments to quotes or escalate issues to secure the renewal. You’ll also document all interactions in the CRM, update quotes, and occasionally provide operational support for larger renewals managed by the Customer Success team. To succeed, you’ll need a strong understanding of Follett’s products, services, and contractual terms. Your ability to have proactive, professional conversations will be key in ensuring that customers renew and continue their partnership with Follett Software.

POSITION SCOPE

• Manages all renewals for assigned customer segment. This involves initial client outreach which is proactive and in advance of renewal term. Outreach can be done via email or phone.
• Handles all customer interactions during the renewal cycle from follow up on inquiries to modification of renewal quotes to delivery of the quote to assigned customers.
• Is accountable for ensuring each customer agrees to quote and renews and follows system workflow to keep track of renewal as it progresses through the stages to closure.
• Provide support for renewal creation for the mid-tier customers for the Customer Success Specialist team to manage, negotiate and deliver to customers.
• Lead renewal negotiation and manage customer discussions during the 90-day renewal period, negotiating terms and resolving concerns to ensure timely renewals, escalating to management or the CSM as needed.
• Accurately document all customer interactions, confirm receipt of renewal quotes, and track the customer’s intent to renew. Escalate unresolved issues or customer concerns to leadership or the CSM to ensure successful outcomes.
• Provide operational support and assist the team with renewal quote modifications and creation, especially during high-volume quoting periods.
• Coordinate with cross-functional teams by working with Customer Service and Order Fulfillment to ensure timely processing of renewals and address customer requests, such as blocking or disabling accounts, when needed.
• Support special projects and take on additional tasks or special projects as assigned, contributing to the overall success of renewal efforts and team objectives.
• Other duties and tasks as assigned.

QUALIFICATIONS

• Education: Bachelor’s degree or equivalent work experience, preferably in Business, Communications, or a related field.
• 1-3 years of experience in customer-facing roles, such as customer service, account management, or sales support.
• Experience in handling customer inquiries, addressing concerns, and ensuring customer satisfaction.
• Strong verbal and written communication skills, with the ability to clearly explain products, services, and renewal terms to customers.
• Ability to have professional and empathetic conversations, particularly around sensitive topics like price changes or product adjustments.
• Familiarity with the renewal process in a subscription-based or SaaS environment and experience managing customer relationships through various stages, particularly leading up to renewals.
• Thrives in fast-paced environments, embraces challenges with a "can-do" attitude, is independent and demonstrates proactive strong problem-solving skills.
• Passionate about understanding and solving customer needs with a strong history of customer outcome focused roles.
• Proficiency in using CRM software (e.g., Salesforce) and Microsoft Office Suite (Excel, Word, etc.).
• Familiarity with quote management tools and processes is a plus.
• Proficient technical/software skills.

WORK ENVIRONMENT

• This role is remote and only open to candidates currently located in the United States and able to work without sponsorship. 
• It requires a suitable space that provides a private and quiet workplace. 
• Work hours and schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed. 

PHYSICAL REQUIREMENTS

• Perform tasks in a home office environment with frequent virtual meetings, communications, and interruptions, requiring effective time management and prioritization.
• Prolonged sitting with sustained visual focus on digital screens, requiring the ability to interact at a typical working distance.
• Frequent use of keyboard and mouse, involving repetitive hand movements and fine motor skills for typing, navigating, and handling materials.
• Occasionally adjust position or move within the workspace to reach, retrieve, or access items, involving bending, twisting, or reaching, and occasionally lifting or carrying items weighing up to 10 pounds.
• Travel requirements: Minimal (less than 10%)