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 aro