Associate Customer Success Specialist

Follett Software, LLC

4d • Remote

About The Position

As an Associate Customer Success Specialist (CSS), your primary responsibility is to drive customer retention by proactively managing a distinct segment of customers—Follett’s Tech Touch and Inside accounts. You’ll be the main point of contact for your assigned customers, guiding them through the renewal process and addressing any questions or concerns they may have along the way. Your role includes reaching out to customers via phone and email to ensure they receive their renewal quote, discussing any price changes, product updates, or renewal terms, and addressing customer objections. You'll collaborate with your team and leadership when needed to make adjustments to quotes or escalate issues to secure the renewal. You’ll also document all interactions in the CRM, update quotes, and occasionally provide operational support for larger renewals managed by the Customer Success team. To succeed, you’ll need a strong understanding of Follett’s products, services, and contractual terms. Your ability to have proactive, professional conversations will be key in ensuring that customers renew and continue their partnership with Follett Software.

Requirements

• Bachelor’s degree or equivalent work experience, preferably in Business, Communications, or a related field.
• 1-3 years of experience in customer-facing roles, such as customer service, account management, or sales support.
• Experience in handling customer inquiries, addressing concerns, and ensuring customer satisfaction.
• Strong verbal and written communication skills, with the ability to clearly explain products, services, and renewal terms to customers.
• Ability to have professional and empathetic conversations, particularly around sensitive topics like price changes or product adjustments.
• Familiarity with the renewal process in a subscription-based or SaaS environment and experience managing customer relationships through various stages, particularly leading up to renewals.
• Thrives in fast-paced environments, embraces challenges with a "can-do" attitude, is independent and demonstrates proactive strong problem-solving skills.
• Passionate about understanding and solving customer needs with a strong history of customer outcome focused roles.
• Proficiency in using CRM software (e.g., Salesforce) and Microsoft Office Suite (Excel, Word, etc.).
• Proficient technical/software skills.

Nice To Haves

• Familiarity with quote management tools and processes is a plus.

Responsibilities

• Manages all renewals for assigned customer segment, including initial client outreach via email or phone in advance of the renewal term.
• Handles all customer interactions during the renewal cycle, from follow-up on inquiries to modification of renewal quotes and delivery to assigned customers.
• Ensures each customer agrees to the quote and renews, following system workflow to track renewal progress through stages to closure.
• Provides support for renewal creation for mid-tier customers for the Customer Success Specialist team.
• Leads renewal negotiation and manages customer discussions during the 90-day renewal period, negotiating terms and resolving concerns to ensure timely renewals.
• Escalates issues to management or the Customer Success Manager (CSM) as needed.
• Accurately documents all customer interactions, confirms receipt of renewal quotes, and tracks the customer’s intent to renew.
• Escalates unresolved issues or customer concerns to leadership or the CSM to ensure successful outcomes.
• Provides operational support and assists the team with renewal quote modifications and creation, especially during high-volume quoting periods.
• Coordinates with Customer Service and Order Fulfillment to ensure timely processing of renewals and address customer requests, such as blocking or disabling accounts.
• Supports special projects and takes on additional tasks as assigned.
• Performs other duties and tasks as assigned.

Benefits

• Equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.
• Commitment to providing reasonable accommodations to individuals with disabilities and disabled veterans.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree