Customer Success Analyst

Heavy Construction Systems Specialists, Inc.•Houston, TX

39d•Hybrid

About The Position

We're HCSS. We're a software company based in Sugar Land, TX and we provide innovative solutions for the construction industry that helps streamline their operations. Our mission at HCSS is helping customers achieve excellence through our proven, customer-centric, end-to-end solutions and exceptionally helpful service, while providing a great life for our employees. With this mission at the forefront of everything we do, we're recognized as a pioneer and leader in our market and nominated the "Best Companies to Work for in Texas" 15 years in a row. WHO WE NEED: We're looking for a Customer Success Analyst to join our team and help manage renewals and customer account growth for the "Low" customer segment, from $15k up to $100k ARR. The ultimate goal for each customer is to help them grow ARR through cross-selling and IQL activities. The accounts in this segment have some of the highest ARR growth potential, so it's vital to partner with the Product Adoption lead to help increase product value for all customers in this segment. Extensive soft-skills essential to developing deep relationships with the core of our customer base

Requirements

Extensive soft-skills essential to developing deep relationships with the core of our customer base

Responsibilities

Work through customer renewals, with a goal of switching the maximum number of customers possible to the auto-renewing contract.
Renewals: Renewals should be signed on average early 90% with a priority of high dollar renewals
Escalate renewal problems or significant churn risks to your manager as they occur.
Monitor customer health via Gainsight
Action all automated CTA's
Lead NPS responses for negative reviews that any customers have given us.
Create IQL's as needed, when customers express interest in using other products in the HCSS family. You will receive an individual bonus if your IQL converts into a completed demo and/or a closed won sale to the customer.
Account Handoff: The handoff should be complete within 2 weeks of getting it from Implementation
Product Adoption activities, in partnership with the Product Adoption lead in the CS team.
Take any possible proactive actions with your accounts to help them realize more value from the investment that they are making in HCSS' products.
Recommend new automation ideas as they occur to you to your manager
Recommend process improvements as they occur to you to your manager.
Review your "Renewals Overview by CSM" dashboard to monitor the impact your work is having on renewals and maintain a line of sight to upcoming renewals.
Proactively schedule continued learning sessions/trainings for yourself using the annual allowance that is available to all members of our team for continued learning in job-related skills.
Monthly GRR and Renewals review with your manager and the Director, CS.
Achieve cumulative HJ Web GRR > 85%
Follow up with your full logo and product churns from 3 to 4 months ago to see if there is an opportunity to win them back.
ABR Responsibilities

Benefits

Flexibility for you to work in-office or hybrid.
Medical and Dental Premiums.
On-site amenities including covered basketball court, soccer field, 200-meter track, etc.
401K with match.
Tuition reimbursement.
And more!

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