Closes renewals and simple upsell opportunities for assigned accounts and/ or geography 

Support low-touch customers with end-to-end renewal motion (supported by digital tools, autorenewal and self-serve options) 

Manage high-risk low-touch accounts to reduce likelihood of churn and, ideally, drive growth 

Generate qualified leads for cross-sell / complex upsell to be handed off to Sales Executives 

Identifies the best virtual channel for engagement with customers 

Supports in developing and executing account and / or territory growth strategies 

Possesses core knowledge across products within the subsegment and engages Product and/ or Sales Specialists where deep product expertise is required to drive to close 

Understands specific customer archetypes and needs which are most prevalent within the subsegment and account and/ or territory 

Handles all escalations from Digital chat Assists  

Uses an automated and insight-driven Salesforce workflow to progress deals. Enters and maintains clean customer information in Gainsight (if deployed within subsegment) for respective book of customers. 

Utilizes tools like trigger-based, auto-renewals engine, 24×7 phone support w/ 4 hour response, digital marketing campaigns, email & web support to improve productivity 

KPIs include-Nurturing opportunities and moving more renewals outside the ‘digital first’ selling scenarios 

Revenue $ and growth  

Renewal / retention rate (%) 

Customer Satisfaction / Net Promoter Score  

Qualified leads passed to sales (#)  

Product usage % 

Degree-level education or Bachelor’s degree equivalent  

Potentially new graduate (Bachelor’s degree equivalent) who is eager to learn with interest / background in accounting, law, or technology 

0 – 2 years experience in Customer Success, Customer Service / Support, and / or SaaS implementation 

Junior-level professional with knowledge in a technical discipline or specialization. 

Position for a developing professional building experience in their specialist function. 

Good understanding of roles of relevant functional groups in own area. 

Suggests process improvement following investigative, analytic or diagnostic services.