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Customer Success Specialist, Advisory
3 months ago
At UL, we know why we come to work:
About UL Solutions
A global leader in applied safety science, UL Solutions transforms safety, security and sustainability challenges into opportunities for customers in more than 100 countries.
UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers' product innovation and business growth.
The UL Certification Marks serve as a recognized symbol of trust in our customers' products and reflect an unwavering commitment to advancing our safety mission.
We help our customers innovate, launch new products and services, navigate global markets and complex supply chains and grow sustainably and responsibly into the future.
Our science is your advantage.What you'll learn & achieve:
Works within the standard operating procedures under moderate degree of supervision within the area of expertise to promote and enable adoption and implementation of E&A products and services, evaluate and analyze customer needs, and best position UL to win renewals.
- Uses knowledge and relationships from guiding postsales implementation of E&A products / services to collaborate with account owner on renewal strategy and inform planning for expansion opportunities
- Coordinates postsale activities to ensure customers are effectively adopting and utilizing software solutions
- Serves as a single point of contact for postsales 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(TSRs)/ Technical Inside Sales Representatives(TISRs), Software Solution Architects, delivery teams, etc.) when applicable
- Engages with customers to position and win renewal business
- Under moderate supervision, drives toward meeting postsale and prerenewal milestones for customer adoption of software
- Takes ownership of a variety of product, investment, and technical issues and ensure complete resolution from the customer's perspective
- Supports implementation and fulfilment teams to deliver solution to customer postsale
- 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.
- Read and follow the Underwriters Laboratories Code of Conduct, and follow all physical and digital security practices.
- Performs other duties as directed.
- Bachelor's and/or graduate degree in business, engineering, or related field
- Proficient in MS Office (Word, PowerPoint, Excel, Outlook), and CRM software
- 2+ years of related experience
- Previous experience in customer facing job, ideally with senior and executivelevel customer contacts
- Business acumen and understanding of business sales processes
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Mission:
Shape the way we approach and deliver our solutions to promote a secure and more sustainable world
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People:
Work with colleagues, who listen to, learn from and challenge each other so that you can continually push for excellence and results
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Interesting work:
Your work at UL will challenge you to try fresh approaches, work autonomously, drive change and help you gain in-depth experience in your field
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Grow & achieve:
Growth and development are part of our DNA. Grow & achieve with targeted development, reward and recognition programs as well as your very own UL University.
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#ThisIsOurNormal:
Competitive remuneration & bonus packages, possibility to work remotely, and much more
Learn More:
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