Customer Success Specialist

<div class="content-intro"><p><strong>Company Overview: </strong></p> <p>Everything we do is for educators. We’re partnering with them to advance a bold vision for education that boosts district performance and student success. At Follett Software, we empower educators across roles with technology that streamlines processes and manages information and resources to improve their schools, increase student success, and drive the future of education. We believe that by empowering educators to amplify their impact on students’ lives, we can change the world. Our goal and mission is to drive the future of education. We are inspired by educators to deliver transformative technology. Our innovative, connected solutions simplify challenges and offer a seamless and intuitive experience.</p></div><table data-tablestyle="MsoTableGrid" data-tablelook="1184"> <tbody> <tr> <td data-celllook="69905"> <p><strong><span data-contrast="none">POSITION SUMMARY</span></strong><span data-ccp-props="{"335551550":2,"335551620":2}"> </span></p> </td> </tr> <tr> <td data-celllook="4369"> <p><span class="TextRun SCXW26169633 BCX8" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW26169633 BCX8">As a Aspen (SIS) Customer Success </span><span class="NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW26169633 BCX8">Specialist</span><span class="NormalTextRun SCXW26169633 BCX8"> your job is to ensure existing customers </span><span class="NormalTextRun SCXW26169633 BCX8">maintain</span><span class="NormalTextRun SCXW26169633 BCX8"> their investment with Follett Software. Your goal is to achieve a high retention rate for the assigned customers. You will manage the contract renewal cycle for an assigned group of customers within the </span><span class="NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW26169633 BCX8">U.S. .</span><span class="NormalTextRun SCXW26169633 BCX8"> You will serve as the primary point of contact for your assigned customers during the renewal process and handle the client renewal from beginning to end including creating an accurate renewal quote, modifying the quote as needed, documenting all client interactions, communicating to the customer, and negotiating as needed to ensure each customer renews</span><span class="NormalTextRun SCXW26169633 BCX8">.  </span><span class="NormalTextRun SCXW26169633 BCX8">You will provide proactive outreach to customers ahead of contract </span><span class="NormalTextRun SCXW26169633 BCX8">expiration</span><span class="NormalTextRun SCXW26169633 BCX8"> and will follow a standard renewal playbook for client communications and contract negotiations. You may also at times provide operational support for creating and updating customer quotes for larger renewals that are owned by the Customer Success Management team</span><span class="NormalTextRun SCXW26169633 BCX8">.  </span><span class="NormalTextRun SCXW26169633 BCX8">You will also collaborate with the sales and sales proposal teams as needed for upsell/cross-sell opportunities that are uncovered during the renewal process. As a Customer Success Specialist, you will </span><span class="NormalTextRun SCXW26169633 BCX8">maintain</span><span class="NormalTextRun SCXW26169633 BCX8"> a strong knowledge of Follett </span><span class="NormalTextRun SCXW26169633 BCX8">Software </span><span class="NormalTextRun SCXW26169633 BCX8">products and/or services as well as all contract/license agreement service terms, pricing, limitations, </span><span class="NormalTextRun SCXW26169633 BCX8">etc.  </span><span class="NormalTextRun SCXW26169633 BCX8"> </span></span><span class="EOP Selected SCXW26169633 BCX8" data-ccp-props="{}"> </span></p> </td> </tr> </tbody> </table> <p> </p> <table data-tablestyle="MsoTableGrid" data-tablelook="1184"> <tbody> <tr> <td data-celllook="69905"> <p><strong><span data-contrast="none">POSITION SCOPE</span></strong><span data-ccp-props="{"335551550":2,"335551620":2}"> </span></p> </td> </tr> <tr> <td data-celllook="4369"> <ul> <li data-leveltext="" data-font="Symbol" data-listid="46" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Handles all operational aspects of creating renewal quotes for customers and owns the communication and delivery of quotes to assigned customers. </span></li> <li data-leveltext="" data-font="Symbol" data-listid="46" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Reviews and tracks renewal calendar for assigned customer base. </span><span data-ccp-props="{}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="46" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Proactively identifies customer needs and concerns prior to the start of the 90 – day renewal time period to build an accurate quote. </span><span data-ccp-props="{}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="46" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Configures and provides accurate renewal quotes to customers 90 days in advance of the contract renewal date. </span><span data-ccp-props="{}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="46" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Uses standard playbook for written communication when sending accurate renewal quote to each customer. </span><span data-ccp-props="{}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="46" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">May at times provide support for renewal creation for the largest strategic customers for the Customer Success team to manage, negotiate and deliver to customers.</span><span data-ccp-props="{}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="46" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Consults and negotiates with customers before and during the 90 -day renewal period to resolve any outstanding questions or challenges and leverages the sales team or customer success management as necessary.  </span><span data-ccp-props="{}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="46" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Documents all client communications accordingly and confirms receipt of quote and customer’s plan to renew. </span><span data-ccp-props="{}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="46" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Drives incremental revenue opportunities during contract renewal discussions and works with Sales and Customer Success teams for proper follow up.</span><span data-ccp-props="{}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="46" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Prepares monthly and/or quarterly reports on customer base and status (intent to renew) of upcoming renewals for each customer assigned.  </span><span data-ccp-props="{}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="46" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Provides input on activities related to the renewal process and opportunities for process improvements.</span><span data-ccp-props="{}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="46" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Participate in quarterly sales review meetings and Customer Success teams to understand company forecasts, retention rates, reasons for non-renewal and customer relationship challenges.</span><span data-ccp-props="{}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="46" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Other duties and tasks as assigned.</span></li> </ul> </td> </tr> </tbody> </table> <p> </p> <table data-tablestyle="MsoTableGrid" data-tablelook="1184"> <tbody> <tr> <td data-celllook="69905"> <p><strong><span data-contrast="none">QUALIFICATIONS</span></strong><span data-ccp-props="{"335551550":2,"335551620":2}"> </span></p> </td> </tr> <tr> <td data-celllook="4369"> <ul> <li data-leveltext="" data-font="Symbol" data-listid="48" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Education: Associate’s degree or equivalent </span><span data-ccp-props="{}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="48" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-ccp-props="{}">Prefer Salesforce CPQ experience.</span></li> <li data-leveltext="" data-font="Symbol" data-listid="48" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">2+ years of Customer Success, Sales Development or Business Development Experience</span><span data-ccp-props="{}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="48" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Prefer experience working for a B2B SaaS company or K12 Experience and/or Follett Destiny Library Software experience </span><span data-ccp-props="{}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="48" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Track record of meeting or exceeding goals in an individually focused, quota carrying role.  </span><span data-ccp-props="{}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="48" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Experience in Account Renewal, Account Management or Customer Success in K12 industry is preferred but not required.  </span><span data-ccp-props="{}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="48" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">The ability to understand and articulate each client's unique buying cycle, procurement stage and purchasing vehicle as early in the process as possible is critical and key to success in this role. </span><span data-ccp-props="{}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="48" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Specialized computer knowledge with technical aptitude for using Salesforce or other CRM solutions software.</span><span data-ccp-props="{}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="48" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Salesforce and Gainsight experience are preferred but not required.</span><span data-ccp-props="{}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="48" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Thrives in fast-paced environments, embraces challenges with a "can-do" attitude, is independent and demonstrates proactive strong problem-solving skills. </span><span data-ccp-props="{}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="48" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Passionate about understanding and solving customer needs with a strong history of customer outcome focused roles. </span><span data-ccp-props="{}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="48" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Effective interpersonal and written and verbal communication skills. </span><span data-ccp-props="{}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="48" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Preferred experience with Salesforce CPQ and at least beginner level Microsoft Word and Excel. </span><span data-ccp-props="{}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="48" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Proficient PC and technical/software skills.</span><span data-ccp-props="{}"> </span></li> </ul> </td> </tr> </tbody> </table> <p> </p> <table data-tablestyle="MsoTableGrid" data-tablelook="1184"> <tbody> <tr> <td data-celllook="69905"> <p><strong><span data-contrast="none">WORK ENVIRONMENT</span></strong><span data-ccp-props="{"335551550":2,"335551620":2}"> </span></p> </td> </tr> <tr> <td data-celllook="4369"> <ul> <li data-leveltext="" data-font="Symbol" data-listid="55" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">This role is remote and only open to candidates currently located in the United States and able to work without sponsorship.  </span><span data-ccp-props="{}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="55" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">It requires a suitable space that provides a private and quiet workplace.  </span><span data-ccp-props="{}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="55" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Work hours and schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed. <span data-ccp-props="{"335559685":720}"> </span></li> </ul> </td> </tr> </tbody> </table> <p> </p> <table data-tablestyle="MsoTableGrid" data-tablelook="1184"> <tbody> <tr> <td data-celllook="69905"> <p><strong><span data-contrast="none">PHYSICAL REQUIREMENTS</span></strong><span data-ccp-props="{"335551550":2,"335551620":2}"> </span></p> </td> </tr> <tr> <td data-celllook="4369"> <ul> <li data-leveltext="" data-font="Symbol" data-listid="55" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Perform tasks in a home office environment with frequent virtual meetings, communications, and interruptions, requiring effective time management and prioritization. </span><span data-ccp-props="{}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="55" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Prolonged sitting with sustained visual focus on digital screens, requiring the ability to interact at a typical working distance. </span><span data-ccp-props="{}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="55" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Frequent use of keyboard and mouse, involving repetitive hand movements and fine motor skills for typing, navigating, and handling materials. </span><span data-ccp-props="{}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="55" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Occasionally adjust position or move within the workspace to reach, retrieve, or access items, involving bending, twisting, or reaching, and occasionally lifting or carrying items weighing up to 10 pounds.</span><span data-ccp-props="{}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="55" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Travel requirements: Minimal (less than 10%) </span><span data-ccp-props="{}"> </span></li> </ul> </td> </tr> </tbody> </table> <p> </p> <p><span data-contrast="auto">This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.</span><span data-ccp-props="{}"> </span></p> <p> </p><div class="content-conclusion"><p><strong><span data-contrast="none"><span data-ccp-parastyle="Normal (Web)">EEO</span></span></strong></p> <p><span data-contrast="none"><span data-ccp-parastyle="Normal (Web)">Follett Software </span><span data-ccp-parastyle="Normal (Web)">provides</span><span data-ccp-parastyle="Normal (Web)"> equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We are committed to providing reasonable accommodations to</span><span data-ccp-parastyle="Normal (Web)">, among others, individuals with disabilities and disabled veterans. </span><span data-ccp-parastyle="Normal (Web)">If you are </span></span><span data-contrast="none"><span data-ccp-parastyle="Normal (Web)">interested</span></span><span data-contrast="none"><span data-ccp-parastyle="Normal (Web)"> in applying for employment and need </span><span data-ccp-parastyle="Normal (Web)">assistance</span><span data-ccp-parastyle="Normal (Web)"> or </span><span data-ccp-parastyle="Normal (Web)">an accommodation</span> <span data-ccp-parastyle="Normal (Web)">in the application process due to a disability, please contact us by email</span><span data-ccp-parastyle="Normal (Web)"> and let us know the nature of your request and your contact information.</span></span><span data-ccp-props="{"134233117":false,"134233118":true,"201341983":0,"335557856":16777215,"335559738":0,"335559739":0,"335559740":240}"> </span></p> <p><span data-ccp-props="{"134233117":false,"134233118":true,"201341983":0,"335557856":16777215,"335559738":0,"335559739":0,"335559740":240}"> </span><span data-contrast="none"><span data-ccp-parastyle="Normal (Web)">Email: </span><span data-ccp-parastyle="Normal (Web)"> </span></span><a href="mailto:request%E2%80%AFfssrecruiting@follettsoftware.com%E2%80%AF"><span data-contrast="none"><span data-ccp-charstyle="Hyperlink">recruiting@follettsoftware.com</span></span></a></p> <p><span data-ccp-props="{"134233117":false,"134233118":true,"201341983":0,"335557856":16777215,"335559738":0,"335559739":0,"335559740":240}">CCPA Notice for California Residents: <a href="https://follettsoftware.com/wp-content/uploads/2024/10/Notice-to-California-Applicants.pdf">https://follettsoftware.com/wp-content/uploads/2024/10/Notice-to-California-Applicants.pdf</a></span></p> <p> </p> <p> </p> <p> </p></div>