Customer Success & Renewal Specialist

Customer Success & Renewal Specialist

Reports To: VP of Customer Success Management

About the role:

The Customer Success & Renewal Specialist supports the Customer Success (Management) team by focusing on CRM data quality, operational efficiency, customer retention, and initial request qualification. This role is crucial for maintaining customer satisfaction and business efficiency by supporting the team in unlocking value from Graphwise products and solutions for the customer.

Main Responsibilities: 

1. Renewal and Retention Management:
   • Analysing CRM data quality and working together with stackeholders to improve this data quality and completeness of the CRM data as a basis for efficient customer retention activities.
   • Proactively support and co-manage the renewal cycle for accounts, focusing on retention and supporting upsell ARR goals.
   • Track and report on financial KPIs and operational goals (e.g., on-time renewal, retention, growth) related to the customer lifecycle.
   • Regularly evaluate and analyse business records to ensure business efficiency and customer satisfaction.
2. Customer Support and Onboarding:
   • Serve as an auxiliary point of contact, supporting the customer-facing team to maintain strong customer relationships.
   • Provide standardized onboarding and enablement routines to help customers maximize product value.
3. Request qualification  and Collaboration:
   • Qualify routine customer concerns or project challenges and collaborate with Graphwise teams and customers to devise effective solutions.
   • Act as a liaison between the customer and internal departments, including delivery & technical support, product development, and sales/revenue.
   • Collect, document, and analyze customer feedback to identify areas for improvement.
     

Education and Experience

1. Minimum Requirement:

• • Bachelor's Degree in a relevant field such as Business Administration, Computer Science, Data Science, Management Information Systems, or Project Management.
  • Fluent in spoken and written English. Knowledge of other languages (specifically German, French or Spanish) will be considered an asset. 

      2. Alternative Considerations:

• • Candidates with 1-2 years of relevant experience (e.g., in customer success, project management support, or account management) or strong relevant internships will be considered.

       3. Preferred/Desirable Qualifications:

• • Customer Success certifications (e.g., from SuccessHacker, Gainsight, or other recognized organizations).

Key Skills and Competencies:

• Strong interpersonal and communication skills to foster trust and transparency with customers.
• Problem-solving mindset with a focus on customer satisfaction and retention.
• Ability to manage operational tasks, support multi-stakeholder projects, and collaborate with diverse teams.
• Proficiency in tools like JIRA, HubSpot, Slack, and Google Workspace for efficient operation and communication.
• Good analytical skills to analyse and improve CRM data, as well as good organisation skills, and business thinking.

Additional Details:

• The role requires occasional travel to meet customers and attend internal planning meetings or events.

What We Offer

• A career development path, through training, hands-on experience, time for innovation, and many more
• A friendly and professional international team and working environment in a rapidly expanding tech and AI company
• Exposure to the newest technologies in AI and knowledge graphs space
• A workplace in an organization that is committed to sustainability and responsible business practices
• Flexible working hours and benefits that reflect our belief that a healthy work-life balance is a key driver of efficiency
• Invitation to company-sponsored social activities and additional team building activities throughout the year
• A good work-life balance with the possibility to work from home up to 3 days per week and flexible working hours
• And of course we offer free tea, coffee, fruit and snacks

We would love to have you on our team!

Graphwise welcomes applicants of all backgrounds regardless of race, ethnicity, sexual orientation, gender expression, age, disability, and other statuses. Our company culture as well as policies enforced by our active DEI Group work towards ensuring an inclusive workplace.