Customer Success Specialist

About the position

This is a Hybrid position requiring 3 days/week in a UL office. The role uses knowledge and relationships from guiding post-sales implementation of Software and Advisory (S&A) products/services to collaborate with account owners on renewal strategy and inform planning for expansion opportunities. The position coordinates post-sale activities to ensure customers are effectively adopting and utilizing software solutions. It serves as a single point of contact for post-sales services and ongoing relationship support for assigned customer contacts.

Responsibilities

• Builds trust, transparency, and loyalty with customer contacts; directs feedback internally when appropriate.
• Encourages upgrades and renewals and connects customer personnel to relevant UL personnel when applicable.
• Engages with customers to position and win renewal business.
• Under moderate supervision, 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 ensures complete resolution from the customer's perspective.
• Supports implementation and fulfillment teams to deliver solutions to customers post-sale.
• Under moderate supervision, identifies frequent pain points and roadblocks to software implementation and prepares solutions.
• Under moderate supervision, identifies opportunities for renewals and positions UL to win them.
• Collaborates with internal resources until an issue is resolved and communicated to the customer.
• Provides input to account manager, TSRs/TISRs, and Software Solution Architect to inform renewals and sales strategy.
• Builds an internal UL problem-solving network, works under moderate guidance, and engages internal personnel to improve delivery.