Lead Customer Success Specialist, Advisory

UL Solutions•Chicago, IL

About The Position

Uses knowledge and relationships from guiding post-sales implementation of E& A products / services to collaborate with account owner on renewal strategy and inform planning for expansion opportunities. Brings different teams together, on 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. Builds trust, transparency, and loyalty with customer contacts; gauges customers levels of engagement with UL and directs feedback internally when appropriate. 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. Engages with customers in order to position and win renewal business. Drives toward meeting post-sale and pre-renewal milestones for customer adoption of software. Takes ownership of a variety of product, investment, and technical issues and ensure complete resolution from the customers perspective. Supports implementation and fulfilment teams to deliver solution to customer post-sale. Proactively identifies frequent pain points and roadblocks to software implementation and prepares solutions. Identifies opportunities for renewals and positions UL to win them. Collaborates with internal resources until an issue is resolved and communicated to customer. Provides input to account manager, TSR/TISR, and Software Solution Architect (where appropriate) to inform renewals and sales strategy based on partnership with customer and deep understanding of needs, where applicable. Builds an internal UL problem solving network, proactively engages internal personnel to anticipate problems, improve delivery, etc. Coaches and provides guidance to any new team members in situations that are complex in nature. Read and follow the Underwriters Laboratories Code of Conduct and follow all physical and digital security practices.

Responsibilities

Collaborate with account owner on renewal strategy and inform planning for expansion opportunities using knowledge and relationships from guiding post-sales implementation of E&A products / services.
Bring different teams together, on post-sale activities to ensure customers are effectively adopting and utilizing software solutions.
Serve as a single point of contact for post-sales services and ongoing relationship support for assigned customer contacts.
Build trust, transparency, and loyalty with customer contacts; gauge customers levels of engagement with UL and direct feedback internally when appropriate.
Encourage upgrades and renewals and connect 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.
Engage with customers in order to position and win renewal business.
Drive toward meeting post-sale and pre-renewal milestones for customer adoption of software.
Take ownership of a variety of product, investment, and technical issues and ensure complete resolution from the customers perspective.
Support implementation and fulfilment teams to deliver solution to customer post-sale.
Proactively identify frequent pain points and roadblocks to software implementation and prepare solutions. Identify opportunities for renewals and positions UL to win them.
Collaborate with internal resources until an issue is resolved and communicated to customer.
Provide input to account manager, TSR/TISR, and Software Solution Architect (where appropriate) to inform renewals and sales strategy based on partnership with customer and deep understanding of needs, where applicable.
Build an internal UL problem solving network, proactively engages internal personnel to anticipate problems, improve delivery, etc.
Coach and provide guidance to any new team members in situations that are complex in nature.
Read and follow the Underwriters Laboratories Code of Conduct and follow all physical and digital security practices.