Customer Success Analyst

Insightsoftware; Hyderabad; Hybrid; INR 600,000 - 900,000; Full time

Job summary

insightsoftware in Hyderabad, India is seeking a Customer Success Analyst to join our global team. You will manage relationships with at-risk customers, craft renewal offers, update health information, and contribute to forecasting and account planning.

The role requires strong communication, CRM experience, and the ability to work across departments in a fast-paced software environment. Evening to early morning shift aligns with India time, and the hybrid office-based presence in Hyderabad

Qualifications

• Renewals Management or Account Management in the software industry.
• Knowledge of CRM systems, preferably Salesforce.
• 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 an autonomous role with strong organizational skills.
• Ready to work in eastern shift time (evening 5:30 to morning 2:30 India time).
• Excellent interpersonal and written and oral communication skills.

Responsibilities

• Handling At Risk customers effectively to maintain relationships and prevent churn.
• Update customer health information based on negotiation and discussions.
• Create renewal offers/quotes based on contract information and usage.
• Report and maintain an accurate forecast; manage renewal forecasting meetings.
• Negotiate contract terms and pricing with guidance from internal teams.
• Maintain and update account information in CRM.
• Refer potential opportunities for expansion to Sales.
• Share customer feedback with internal departments including CS, Support and Management.
• Gain a basic knowledge of insightsoftware solutions to communicate value.

Skills

Customer focus

Detail-oriented

Communication

Cross-functional

Tools

Salesforce

CPQ

SalesLoft

NetSuite

Job description

## Customer Success AnalystApply: Hybrid: India - Hyderabad: Full time: Posted Today: REQ001208**About Us:**insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy, and compliance. Learn more at **insightsoftware.com.****Job Description:****Job Description** **Shift timings - 5.30 pm to 2.30 am** **Work mode - Work from office (Hyderabad location)** **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**Competencies*** 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 in the renewals or customer success department.**Additional Information**All your information will be kept confidential according to EEO guidelines.Learn more about our high-energy, high-performance global team: Work With Usinsightsoftware About Us: Hear From Our TeamBackground checks are required for employment with insightsoftware, where permitted by country, state/province.At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.