Job Description

Manages customer success process for a defined territory

Should retain customers and grow contracts by Upselling & doing multi-year renewals (more than 1 year)

Ensure timely support renewals for small to medium-sized customers in assigned territory

Organize Customer Onboarding and Customer Success Programs 

Provides management with performance feedback

First-line management contact for customer escalations

Serves as a resource to other organizations for process and policy questions

Troubleshoots problems and escalates as necessary

Assists in key indicator reporting and trend analysis

Educates customers on e-business practices and any associated contractual implications

Ensures customer awareness and understanding of the applicable elements of the Support portfolio

Responsible for meeting productivity requirements on outbound calls for renewals

Manages exceptions for customers with issues that may delay or inhibit renewals