Position Overview:
As a Customer Success Specialist your job is to ensure existing customers maintain their investment with Follett School Solutions. Your goal is to achieve a high retention rate for the assigned customers. You will manage the contract renewal cycle for an assigned group of customers within the U.S. and outside the U.S. as necessary. You will serve as the primary point of contact for your assigned customers during the renewal process and handle the client renewal from beginning to end including creating an accurate renewal quote, modifying the quote as needed, documenting all client interactions, communicating to the customer, and negotiating as needed to ensure each customer renews. You will provide proactive outreach to customers ahead of contract expiration and will follow a standard renewal playbook for client communications and contract negotiations. You may also at times provide operational support for creating and updating customer quotes for larger renewals that are owned by the Customer Success Management team. You will also collaborate with the sales and sales proposal teams as needed for upsell/cross-sell opportunities that are uncovered during the renewal process. As a Customer Success Specialist, you will maintain a strong knowledge of Follett School Solutions products and/or services as well as all contract/license agreement service terms, pricing, limitations, etc.
Responsibilities:
Renewal Creation:
Renewal Negotiations:
Renewal Reporting:
Qualifications:
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