9 Customer Success Analyst Jobs in Sugar, TX
HCSS is Hiring a Customer Success Analyst Near Sugar, TX
WHO WE NEED:
We’re looking for a Customer Success Analyst to join our team and help manage renewals and customer account growth for the “Low” customer segment, from $15k up to $100k ARR. The ultimate goal for each customer is to help them grow ARR through cross-selling and IQL activities. The accounts in this segment have some of the highest ARR growth potential, so it’s vital to partner with the Product Adoption lead to help increase product value for all customers in this segment.
WHAT YOU’LL DO:
Daily Activities
- Work through customer renewals, with a goal of switching the maximum number of customers possible to the auto-renewing contract
- Renewals: Renewals should be signed on average early 90% with a priority of high dollar renewals
- Renewal Expectations
- Miss: 10 % of renewals are overdue (overdue based on not signing on time)
- What Success Looks Like: 90% of renewals are signed on time with your large renewals not going overdue
- Throughout 2024, all renewals should be presented as switching over to the auto-renewing contract for all customers. If a customer pushes back on signing the auto-renew contract, please escalate to your manager and the Director, CS
- Escalate renewal problems or significant churn risks to your manager as they occur
- Monitor customer health via Gainsight
- Action all automated CTA’s
- Lead NPS responses for negative reviews that any customers have given us.
- Create IQL’s as needed, when customers express interest in using other products in the HCSS family. You will receive an individual bonus if your IQL converts into a completed demo and/or a closed won sale to the customer
- Account Handoff: The handoff should be complete within 2 weeks of getting it from Implementation
- Handoff Process/Template
- Create CTA
- Reach out to the customer
- Miss: You don’t reach out to the customer within 2 weeks to start conversations
- What Success Looks Like: Customer is outreached and begins to work with CS. Minimum expectation would be capturing goals and offering resources to the customer. Exceeding expectations would be the establishment of a success plan.
- Product Adoption activities, in partnership with the Product Adoption lead in the CS team.
- Take any possible proactive actions with your accounts to help them realize more value from the investment that they are making in HCSS’ products
- Recommend new automation ideas as they occur to you to your manager
- Automation ideas should focus on areas that will better help predict customer churn risk, or that will make your job easier and less manual
- Recommend process improvements as they occur to you to your manager
- Review your “Renewals Overview by CSM” dashboard to monitor the impact your work is having on renewals and maintain a line of sight to upcoming renewals
- Proactively schedule continued learning sessions/trainings for yourself using the annual allowance that is available to all members of our team for continued learning in job-related skills.
- Monthly GRR and Renewals review with your manager and the Director, CS
- Achieve cumulative HJ Web GRR > 85%
- Follow up with your full logo and product churns from 3 to 4 months ago to see if there is an opportunity to win them back.
- ABR Responsibilities
Part of our mission statement is to provide a great life for our employees. We believe that happy employees make for a better company, so we take care of them. Here are a few of the perks we offer:
- Flexibility for you to work in-office or hybrid.
- Medical and Dental Premiums.
- On-site amenities including covered basketball court, soccer field, 200-meter track, etc
- 401K with match.
- Tuition reimbursement.
- And more!
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Job Summary
Full Time
Software & Cloud Computing
$55k-69k (estimate)
04/14/2023
07/26/2024
hcss.com
HOUSTON, TX
200 - 500
1986
Private
MICHAEL T RYDIN
$50M - $200M
Software & Cloud Computing
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About HCSS
HCSS provides construction software for estimators, foremen, superintendents, dispatchers, project managers, equipment managers and safety officers.
The following is the career advancement route for Customer Success Analyst positions, which can be used as a reference in future career path planning. As a Customer Success Analyst, it can be promoted into senior positions as a Customer Success Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Success Analyst. You can explore the career advancement for a Customer Success Analyst below and select your interested title to get hiring information.
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