Customer Success Specialist, Advisory

JOB DESCRIPTION

• Has proven track record with ideally 3+ years of experience managing a portfolio of clients in a SaaS or tech environment, servicing customers through strategic calls and engagements.
• Uses knowledge and relationships from guiding post-sales implementation of software products/services to collaborate with account owner on renewal strategy.
• Coordinates post-sale activities to ensure customers are effectively adopting and utilizing software solutions.
• Serves as a single point of contact for post-sales services and ongoing relationship support for assigned customer contacts.
• Has experience in creating and executing successful action plans to meet our customers' goals and/or resolve issues.
• Encourages upgrades and renewals and connects customer personnel to relevant UL personnel (account managers, Technical Sales Representatives (TSRs)/ Technical Inside Sales Representatives(TISRs), Software Solution Architects, delivery teams, etc..) when applicable.
• Under supervision, drives toward meeting post-sale and pre-renewal milestones for customer software adoption.
• Supports implementation and fulfilment teams to deliver solutions to customers post-sale.
• Able to work independently and collaborate with cross-functional teams until an issue is resolved and communicated to customers. Able to build trust, transparency and loyalty with customer contacts to ensure customer success.
• Responsible for maintaining account-specific insights and renewals data, to inform forecasting with the highest possible accuracy.
• Takes ownership and is responsible for the renewal process to ensure completion before or by the due date.
• Experienced in preparing and conducting regular Business Reviews; and comfortable working closely with executive leaders. Also able to navigate the nuances of working with different stakeholders to identify and drive value to the relationship and expansion of our services.
• Enjoy learning new things independently and can quickly adapt to change and new environments.
• Provides input to Sales Executives, TSR/TISR, and Software Solution Architect (where appropriate) to inform renewals and sales strategy.
• Able to translate technical issues and processes to help your clients understand.
• Has strong communication skills using virtual collaboration tools, and enjoys presenting and speaking to new people. Your style is concise yet empathetic, focused on listening and learning from your clients.
• Read and follow the Underwriters Laboratories Code of Conduct and follow all physical and digital security practices.
• Performs other duties as directed.

QUALIFICATIONS

• Bachelor's or graduate degree in business, engineering, or related field
• Proficient in MS Office (Word, PowerPoint, Excel, Outlook), and CRM software is essential
• 3+ years of related customer-facing experience
• Previous experience in a B2B customer-facing job, ideally with senior and executive-level customer contacts
• Business and commercial acumen and understanding of business sales processes
• Negotiation and objection-handling skills are essential

ABOUT US
A global leader in applied safety science, UL Solutions (NYSE: ULS) transforms safety, security and sustainability challenges into opportunities for customers in more than 110 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers' product innovation and business growth. The UL Mark serves as a recognized symbol of trust in our customers' products and reflects an unwavering commitment to advancing our safety mission. We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future. Our science is your advantage.