Customer Success Analyst

CUSTOMER SUCCESS & RENEWALS

Personal development and becoming the best you is all about growth and exploring new skills and opportunities both in and out of the office. At Accruent we call this Grow Without Limits and were proud to offer each of our employees the resources coaching and support necessary to achieve Growth Without Limits in their personal and professional lives. Explore where the path takes you.

Are you a driven individual who loves to tackle sophisticated problems Do you find joy in helping others achieve their goals and joining in their celebration Does working for an industry-leading software company that offers flexible work hours a hybrid/remote work environment and a chance to explore a new career excite you If the answer is yes to all of these questions then THIS is the team for you!

We are looking for a Customer Success Analyst to join our Specialty Solutions Group who look after 4 key products within Accruent Maintain observe Sustain and Siterra. Our goal within the group is to retain and grown our customer base.

The goal is to understand the challenges and opportunities that our customers face and is excited to coach them to positive outcomes with Accruent solutions! Working with a portfolio of our customers you will form close partnerships outstanding mentorship and interdepartmental collaboration at scale as well as managing the successful renewal for those contracts. CSMs partner with customers to help them define goals that align with Accruents SaaS delivery capabilities to accomplish their objectives. CSMs engage with customers to drive the adoption of our solutions and realize value by exploring their needs and guiding them through an action-based success plan.

How Youll Make a Difference

As an effective Scaled Customer Success Analyst in the SSG Group you will partner with our customers to facilitate a continuous cycle of goal setting action planning adoption and value realization by:

• Providing tailored guidance and resources: Offering best practices educational materials and documentation specific to each customers needs enabling them to succeed efficiently.
• Proactively managing risks: Utilizing personal engagements and system telemetry to identify opportunities and risks allowing you to promptly address them and expedite mutual value realization.
• Facilitating cross-functional collaboration: Acting as a liaison between customers and internal departments fostering collaboration to accelerate customer goal attainment and solution adoption.
• Enhancing customer health: Applying internal processes to improve customer health increase retention and mitigate risks associated with high-volume accounts.
• Leveraging deep product knowledge: Understanding our solutions features and functions to identify how they can solve customer problems efficiently and build tailored solutions.
• Driving continuous value growth: Collaborating with customers through joint planning problem-solving and proactive engagement to continuously increase the value they receive from our solutions.
• Harnessing customer insights: Programmatically capturing customer needs and behaviours to inform decision-making drive product innovation and continuously improve our offerings.
• Sharing industry best practices: Recognizing and disseminating standard methodologies within our customer community to foster knowledge sharing and facilitate mutual success.
• Ontime renewal management of contracts working with the customers and AEs to ensure success

What Youll Bring To The Table

• Experience with a solid understanding or experience in the industry.
• Experience in driving success with highly configurable software.
• Expert problem-solving skills.
• Experience working with CS software Gainsight/Salesforce or similar
• A track record of collaboratively working with diverse teams to nurture relationships and achieve results.
• Communicate optimally and succinctly with savvy discernment.
• Comfort in navigating ambiguity within a range of varied customer organizations.
• Ability to manage multiple projects across a portfolio of customers.
• A love for learning and continuous improvement.

Youll Stand Out If

• Experience of retail industry / or knowledge of one or more of the products managed by the group
• industry/trade membership and/or recognition in retail or technology management.
• Strong executive presence and mature ability to articulate value to an Executive audience are required for senior-level positions

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