Customer Success Specialist

Job Description:

We are looking for a strategic, data-oriented, results-driven Customer Success Specialist to engage and retain some of Pluralsight’s largest customers and achieve their desired business outcomes. This role requires you to be a strategic adviser heavily-focused on value, with a consistent record working with large scale customers, partnering alongside them to develop their strategy and to demonstrate Pluralsight’s value towards their success. A successful Specialist has executive presence, builds outstanding relationships, loves data & understanding context behind numbers, is customer centric and shows talent at achieving trusted adviser and advocate status in the customers’ minds. You will work cross-functionally to drive strategic partnerships with a focus on regular customer communications (running QBRs, EBRs, On-site visits, consulting customer on engagement campaigns) to drive positive results and renewals/expansion.

Who you’re committed to being:

• A commercially led individual. We lead all aspects of the renewal process including; broking pricing, contracts and providing accurate forecasting and identifying growth opportunities across your customer accounts

• Passionate about Pluralsight’s mission to advance the world’s Tech Workforce

• Laser-focused on demonstrating customer value & driving customer health through regular strategic engagements with existing partners & ability to expand customer map

• A great teammate, able to handle ambiguity, anticipate and react to changes in a constantly evolving environment. Driven by helping others and chipping in positively to the team

• Ability to listen, think logically, strategically, and objection handle to address sophisticated problems

• Data driven

• Self-motivated, demonstrating an ability to assume responsibility and work autonomously

What you'll do:

• Understanding customer needs and strategic priorities. Proactively mitigate risk throughout the customer life cycle, running renewal and negotiation process, and ultimately positioning your accounts for continued growth.

• Ongoing customer activity - Optimally navigate, interpret, and leverage provided tools and systems to measure and report on customer experience, customer health, product utilization, and consumed content, and realization of value drivers.

• Having an executive presence and demonstrating consultative skills to work and partner optimally

• Effectively lead on customer success activities including customer review meetings and success planning sessions

• A true standout colleague, partners with sales, solution architects, solution consultants, field marketing and professional services to deliver outstanding customer experiences

• Effectively forecast risk, understand and positively influence account health and drive renewal and expansion within customer portfolio

• Develop and share standard methodologies with team members to continually improve the quality, effectiveness, and efficiency of our processes.

• Meet and exceed quarterly renewal rates and renewal upsell rate, or other targets defined by the business.

• Other duties as assigned by leadership

Experience you'll bring:

• Ability to perform a value-led discovery with customers, to uncover their business objectives and key priorities

• Confer with procurement

• Deep understanding of a successful customer success motion - able to implement activities to drive customer health.

• Understanding of SaaS environment with its respective opportunities, benefits, and challenges. This could include license management, training on software and technology, and applicable business processes and cycles, among other things.

• Self-identifies opportunities for improvement within customer book and creative solutions to problems beyond provided playbooks. Takes the initiative to make and implement change

• Organized and capable of highly effective time management

• Ability to operate in a fast-paced professional enterprise sales environment.

• Fluent in English (additional language is a bonus!)

• Positive relationship building skills at the C-Level.

• Basic technical knowledge on development and IT solutions. Ability to understa