Remote SMB Renewal & Growth Analyst

JD Power; United States; Remoto; USD 57.000 - 66.000; Tempo pieno

Descrizione del lavoro

JD Power is seeking a Remote Chrome Customer Success Analyst to manage renewals for SMB customers across the US. You will monitor usage, assess renewal terms, and collaborate with Sales, Legal, and Finance to secure contract renewals and grow account value.

The role emphasizes data-driven decision making, proactive risk management, and high-touch customer engagement to maximize retention and revenue across the Chrome product suite.

Competenze

• 2-4 years of experience analyzing customer data and usage patterns to identify trends and insights.
• Excellent communication and interpersonal skills that contribute to a strong team culture.
• Analytical skills with ability to interpret data (usage, adoption, pricing, health scores) to drive action and decision-making.
• Comfortable working with AI tools such as Microsoft Copilot.
• Basic knowledge of Excel.
• Knowledge of process automation helpful.
• Ability to effectively manage priorities while maintaining a high level of customer focus.
• Demonstrated problem-solving ability—comfortable navigating ambiguity and working in cross-functional teams.
• Knowledge of working with subscription-based data products and services (desirable)

Mansioni

• Serve as the primary point-of-contact and advocate for your assigned customer portfolio, ensuring alignment between customer objectives and our solutions.
• Develop strategies to retain existing customers and prevent churn.
• Collaborate with customers to renew contract terms, pricing, and any modifications to align with their current needs.
• Engage with customers on renewals based on defined segmentation, tiering strategy, and account playbooks.
• Partner with internal Sales, Legal and Finance to facilitate customer renewal processes.
• Retain existing customers through strong engagement and successful renewals.
• Proactively monitor customer product usage to identify risks and opportunities for account growth.
• Generate reports on account performance and impact of Chrome solutions on customer’s businesses.
• Support the reversal of potential downsells through early risk identification and proactive engagement.
• Over time, identify opportunities for upselling additional Chrome products or features to existing customers.
• Execute annual customer renewals in partnership with Customer Success Director and assigned customers.
• Analyze renewals based on customer product usage patterns.
• Maintain accurate and up-to-date customer records, success plans, and risk indicators within our CRM.

Conoscenze

Data analysis

Communication

Cross-functional collaboration

AI tools (Copilot)

Strumenti

Excel

Descrizione del lavoro

JD Power is seeking a Remote Chrome Customer Success Analyst to manage renewals for SMB customers across the US. You will monitor usage, assess renewal terms, and collaborate with Sales, Legal, and Finance to secure contract renewals and grow account value.

The role emphasizes data-driven decision making, proactive risk management, and high-touch customer engagement to maximize retention and revenue across the Chrome product suite.