Customer Success Specialist, Advisory

at  UL Solutions

WHAT YOU’LL EXPERIENCE WORKING AT UL:

• Mission: For UL, corporate and social responsibility isn’t new. Making the world a safer, more secure and sustainable place has been our business model for the last 125 years and is deeply engrained in everything we do.
• People: Ask any UL employee what they love most about working here, and you’ll almost always hear, “the people.” Going beyond what is possible is the standard at UL. We’re able to deliver the best because we employ the best.
• Interesting work: Every day is different for us here as we eagerly anticipate the next innovation that our customers create. We’re inspired to take on the challenge that will transform how people live, work and play. And as a global company, in many roles, you will get international experience working with colleagues around the world.
• Grow & achieve: We learn, work and grow together with targeted development, reward and recognition programs as well as our very own UL University that offers extensive training programs for employees at all stages, including a technical training track for applicable roles.
• Total Rewards:
• Competitive remuneration package with yearly bonus
• Mediclaim scheme for family
• Group Term Life Insurance
• Group Personal Accident Insurance
• Training and Development (provided by UL University).

We are looking for a passionate and experienced Customer Success Specialist to help our customers achieve their goals and ensure their satisfaction with our products.

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

We are looking for a passionate and experienced Customer Success Specialist to help our customers achieve their goals and ensure their satisfaction with our products.

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