Customer Success Specialist

About the position

This is a Hybrid position requiring 3 days/week in a UL office. Uses knowledge and relationships from guiding post-sales implementation of Software and Advisory (S&A) products/services to collaborate with account owner on renewal strategy and inform planning for expansion opportunities. 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. 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 (account managers, Technical Sales Representatives, Technical Inside Sales Representatives, Software Solution Architects, delivery teams, etc.) 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 ensure complete resolution from the customers perspective. Supports implementation and fulfilment teams to deliver solution to customer 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 customer. Provides input to account manager, TSRs/TISRs, and Software Solution Architect (where appropriate) to inform renewals and sales strategy. Builds an internal UL problem solving network, works under moderate guidance and engages internal personnel to problems, improve delivery, etc.

Responsibilities

• Guide post-sales implementation of Software and Advisory products/services.
• Collaborate with account owner on renewal strategy and inform planning for expansion opportunities.
• Coordinate post-sale activities to ensure effective customer adoption of software solutions.
• Serve as a single point of contact for post-sales services and ongoing relationship support.
• Build trust, transparency, and loyalty with customer contacts.
• Encourage upgrades and renewals, connecting customer personnel to relevant UL personnel.
• Engage with customers to position and win renewal business.
• Drive toward meeting post-sale and pre-renewal milestones for customer adoption.
• Take ownership of product, investment, and technical issues for complete resolution.
• Support implementation and fulfillment teams to deliver solutions post-sale.
• Identify pain points and roadblocks to software implementation and prepare solutions.
• Identify opportunities for renewals and position UL to win them.
• Collaborate with internal resources until issues are resolved and communicated to customers.
• Provide input to account manager and other relevant personnel to inform renewals and sales strategy.
• Build an internal problem-solving network and engage internal personnel to improve delivery.

Requirements

• Bachelor's and/or graduate degree in business, engineering, or related field.
• 2+ years of related experience.
• Previous documented B2B Sales Experience and/or Customer Success Specialist supporting Software customers.
• Comfortable making multiple daily phone calls with customers.
• Previous experience in a customer-facing job, ideally with senior and executive-level customer contacts.
• Business acumen and understanding of business sales processes.
• Proficient in MS Office (Word, PowerPoint, Excel, Outlook) and CRM software.

Benefits

• Estimated annual compensation of $74,250 - $94,500.
• Base salary of $55,000 - $70,000.
• Eligible for UL Solutions Sales Incentive Plan with an annual target incentive of 35% of base salary.
• Health benefits including medical, dental, and vision.
• Wellness benefits such as mental and financial health.
• Retirement savings (401K).
• Paid time off including vacation (15 days), holidays (12 days), and sick time off (72 hours).