Client Success, Customer Advocate

To deliver business change projects across all phases of the project lifecycle. Can be trusted with senior clients, key stakeholders and project team staff.  Focuses on TRDI clients and supports others within BU.

About the Role:

In this opportunity you will:

• Maximize TRDI customer retention rates through effective sales techniques over the phone, video and email while also minimizing customer churn and contraction. Be willing to help other customers in Corp Legal as needed.
• Execute the renewal process to ensure ARR is retained or expanded
• Evaluate license usage and complete the true-up requirements
• Understand and align customer’s business needs and goals to generate renewal quotes
• Ensure that renewals are closed on a timely basis
• Collaborate with Sales and Customer Success Managers on renewals strategy and plans, leveraging customer analytics and metrics
• Liaise with customers to ensure POs and order forms are accurately completed to allow for internal deal approval
• Review weekly forecasts and business outcomes with reps and sales managers. This includes win/loss review so we can iterate our approach based on our success and failures.
• Collaborates with regional Sales and Customer Success leader

Performance Indicators:

• Renewal Rate: Percentage of contracts successfully renewed.
• Churn Rate: Percentage of customers not renewing their contracts.
• Upsell/Cross-sell Rate: Revenue generated from upselling or cross-selling during the renewal process.
• Customer Satisfaction Score: Feedback from customers regarding the renewal process.
• Time to Renewal: Average time taken to complete the renewal process.
• Discount Rate: Average discount given during renewals.
• Renewal Forecast Accuracy: Accuracy of renewal revenue forecasts compared to actual results.
• Customer Retention Cost: Cost associated with retaining customers through renewals.
• Net Promoter Score (NPS): Measure of customer loyalty and likelihood to recommend.
• Renewal Pipeline Value: Total value of contracts up for renewal in a given period.

About You:

You're a fit for the role if you have:

• bachelors or equivalent experience
• Related sales or related customer experience (examples SDR, BDR, sales ops, deal desk, customer service, CSM)
• Demonstrated progressive experience with B2B software sales
• Experience with subscription GTM approaches for customer success management and renewals
• Effective communicator, strong interpersonal and collaboration skills
• Motivated, driven and results-oriented
• Strong negotiation, presentation and closing skills
• Preferred experience with technical products. Experience with DevOps, software development lifecycle, or application development is a plus.

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What's in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.

• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.

• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-co