Customer Success Analyst

insightsoftware; Hyderabad; On-site; INR 800,000 - 1,200,000; Full time

Job summary

insightsoftware is seeking a Renewals/Account Manager in Hyderabad to manage renewals for a designated software portfolio. You will negotiate terms, update CRM data, and forecast renewals while collaborating with Sales, CS, and Support to maximize customer value.

The role requires at least 2 years in renewals or customer success, experience with Salesforce/CPQ/SalesLoft, and willingness to work an evening IST shift. Strong communication and relationship-building skills are essential.

Qualifications

• Renewals management or account management in the software industry.
• Knowledge of CRM systems, preferably Salesforce.
• Ability to work in a fast-paced environment.
• Cross-functional collaboration with other departments.
• Autonomous role with strong organizational skills.
• CPQ, SalesLoft, NetSuite and related tools a plus.
• Ready to work in eastern shift time (evening 5:30 to 2:30 India time).
• Excellent interpersonal and written and oral communication skills.
• Salesforce: The Customer Company or any CRM experience.
• Minimum 2 years in renewals or customer success department.

Responsibilities

• Handling At Risk customers to prevent churn and maintain relationships.
• Update customer health information based on negotiations.
• Create renewal offers/quotes based on contract info and usage.
• Report and maintain accurate forecast; lead renewal forecasting meetings.
• Negotiate contract terms and pricing with internal guidance.
• Maintain and update account information in CRM.
• Refer expansion opportunities to the Sales team.
• Share customer feedback with CS, Support, and Management.
• Gain basic knowledge of insightsoftware solutions to communicate value.
• DemonstrateDrive & Discipline, Customer Focus, Integrity, Mental agility, Detail-orientation.

Skills

CRM systems

Salesforce

Contract terms

Cross-functional

Autonomous role

Communication skills

CPQ

SalesLoft

NetSuite

Tools

Salesforce

CPQ

SalesLoft

NetSuite

Job description

Responsibilities

• Handling "At Risk" customers effectively is crucial for maintaining relationships and preventing churn
• Update customer health information when applicable based on negotiation and discussions with the customer
• Create renewal offers/quotes based on contract information, customer usage, and company direction
• Report and maintain an accurate forecast; manage renewal forecasting meetings and collaboration activities for designated account portfolio
• Negotiate contract terms and pricing with guidance from relevant internal departments and management
• Maintain and update account information in CRM
• Refer potential opportunities for expansion to our Sales team
• Share customer feedback with appropriate internal departments including but not limited to Customer Success, Support, and Management
• Gain a basic knowledge of insightsoftware solutions to better communicate value with customers
• To perform the job successfully, an individual should demonstrate the following competencies:
• Drive & Discipline - ability to focus and work hard to achieve the right results.
• Customer Focus - Enthusiastic about making clients successful.
• Integrity - high ethical standards and doing the right thing even when others aren’t looking.
• Mental agility - a keen intellect and comfort with complexity; enjoy tackling new challenges and solving problems.
• Detail-orientation - be thorough and consistently deliver high-quality work

Qualifications

Renewals Management or Account Management in the software industry

• Knowledge of CRM systems, preferably Salesforce: The Customer Company
• Knowledge and experience reviewing and comprehending contract terms, preferably in software.
• Ability to work in a fast-paced environment.
• Ability to work cross-functionally with other departments and team members.
• Comfortable in a highly autonomous role with strong organizational skills
• Knowledge of CPQ, SalesLoft, NetSuite, and other related tools a plus
• Ready to work in eastern shift time (evening 5:30 to morning 2:30 India time)
• Excellent interpersonal and written and oral communication skills.
• Preferred qualifications:
• Salesforce: The Customer Company or any CRM experience
• Experience working for a software company Minimum 2 Years in the renewals or customer success department.