Customer Success Analyst

Job DescriptionShift timings - 5.30 pm to 2.30 amWork mode - Work from office (Hyderabad location)ResponsibilitiesHandling "At Risk" customers effectively is crucial for maintaining relationships and preventing churnUpdate customer health information when applicable based on negotiation and discussions with the customerCreate renewal offers/quotes based on contract information, customer usage, and company directionReport and maintain an accurate forecast; manage renewal forecasting meetings and collaboration activities for designated account portfolioNegotiate contract terms and pricing with guidance from relevant internal departments and managementMaintain and update account information in CRMRefer potential opportunities for expansion to our Sales teamShare customer feedback with appropriate internal departments including but not limited to Customer Success, Support, and ManagementGain a basic knowledge of insightsoftware solutions to better communicate value with customersCompetenciesTo perform the job successfully, an individual should demonstrate the following competencies:Drive & Discipline – ability to focus and work hard to achieve the right results.Customer Focus - Enthusiastic about making clients successful.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

QualificationsRenewals Management or Account Management in the software industryKnowledge of CRM systems, preferably Salesforce: The Customer CompanyKnowledge and experience reviewing and comprehending contract terms, preferably in software.Ability to work in a fast-paced environment.Ability to work cross-functionally with other departments and team members.Comfortable in a highly autonomous role with strong organizational skillsKnowledge of CPQ, SalesLoft, NetSuite, and other related tools a plusReady to work in eastern shift time (evening 5:30 to morning 2:30 India time)Excellent interpersonal and written and oral communication skills.Preferred qualifications:Salesforce: The Customer Company or any CRM experienceExperience working for a software company Minimum 2 Years in the renewals or customer success department.