Sr. Customer Success Software Advocate

Cherwell Software   •  

Chicago, IL

Industry: Technology

  •  

8 - 10 years

Posted 115 days ago

Who Will Love This Job

  • A customer service leader: You are dedicated to meeting the expectations and requirements of internal and external customers; get first-hand customer information and use it for improvements in products and services; act with customers in mind; establish and maintain effective relationships with customers and gain their trust and respect.
  • A negotiator: You can negotiate skillfully in tough situations with both internal and external groups; can settle differences with minimum noise; can win concessions without damaging relationships; can be both direct and forceful as well as diplomatic; gains trust quickly of other parties to the negotiations; has a good sense of timing.
  • Someone who perseveres: You pursue everything with energy, drive, and a need to finish. You seldom give up before finishing, especially in the face of resistance or setbacks.
  • A planner: You accurately scope out length and difficulty of tasks and projects. You set objectives and goals and breaks down work into the process steps. You anticipate and adjusts for problems and roadblocks. You measure performance against goals and evaluate results.
  • A phenomenal presenter: You are effective in a variety of formal presentation settings: one-on-one, small and large groups, with peers, customers, and bosses. You connect with your audience both inside and outside the organization, on both cool data and hot controversial topics. You command attention and can manage group processes during the presentation, and even change tactics midstream when something isn’t working.
  • A customer advocate: You understand why customers do what they do and pick up the sense of the client in terms of positions, intentions, and needs. You know what they value and how to motivate them, and you can predict what customers will do across different situations.

What You'll Do

  • Ensure assigned enterprise level software customers understand the value of Cherwell Software to their business to drive high renewal rates.
  • Manage Saas (software as a service) renewal process and renewal contract negotiations.
  • Establish regular touch-points with enterprise customers and deliver effective Executive Business Reviews that drive customer engagement, mitigate renewal risk, and create sales opportunity.
  • Conduct regular reviews of process adoption within the system and product integration planning to drive customers along the Enterprise Service Management maturity model.
  • Partner with sales organization to support customer growth.
  • Mitigate risk of non-renewal by identifying customer pain points and facilitate escalations resolution.
  • Connect effectively across organizations both internally and externally to fully understand all stakeholders’ perspectives and facilitate collaborative problem solving.
  • Provide customer risk and loss data back to the business to facility continuous service improvement.
  • Foster strong customer relationships and the ongoing development of customer references and customer loyalty.
  • Maintain a database of customers through documentation of activity and processes within system of record.
  • Lead customers to the right solutions for them and our company.
  • This position can remote and be based in any major US city

What You Should Have

  • 8+ years of customer success, client advocate/advisor, or software contract renewal experience 
  • 8+ years managing long-term customer relationships at the enterprise level
  • 8+ years of renewing and growing existing accounts
  • Technical understanding and ability to learn new software products
  • Able to conduct enterprise level account reviews, evaluate customer health, develop and facilitate execution of action plans
  • Capable of working in a metrics driven organization
  • Expertise in managing customer data within a CRM (customer relationship management)
  • Experience working with procurement and software sales departments
  • Top notch presentation skills
  • Excellent collaboration and communication skills
  • Leadership or management experience
  • Strong negotiation skills
  • Travel up to 25%
  • Able to commute to HQ for meetings, training, and team events

Nice to Have

  • Live in or near Denver or Colorado Springs
  • Bachelor’s degree
  • ITSM (IT Service Management) or Cherwell Software product knowledge
  • Experience working in a subscription based or SaaS organization
  • A coachable and adaptable personality
  • High energy, drive, maturity and a passion for success
  • Strong organizational and writing skills
  • Proven ability to work as a team player

Why Cherwell?

  • You like working with intelligent and driven colleagues
  • You would enjoy working for a fast-growing software company
  • Bragging rights – check out our awards!
  • We’re a fun, close-knit team
  • We have a fast-paced, exciting work environment
  • We offer a competitive salary and benefits package, including health, dental, vision, and other benefits
  • PTO plan to provide work-life balance
  • 401(k) with employer matching program
  • Commuter perks for some locations
  • Paid community service day and philanthropy projects
  • Our work environments vary by location; however, we believe in offering amenities and fun activities to fuel our energy. You may find fully stocked micro kitchens, standing/sitting desks, free onsite gym, basketball and volleyball courts, ping pong, videogames, shuffleboard, and darts.
  • Fun group competitions, team outings, and new hire lunches with the CEO