Senior Customer Success Specialist, Advisory

Job Description

Works independently under minimal guidance 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. **

Responsibilities**

• Uses knowledge and relationships from guiding post-sales implementation of E&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; gauges customers’ levels of engagement with UL and 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 in order to position and win renewal business
• 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 customer’s perspective
• Supports implementation and fulfilment teams to deliver solution to customer post-sale
• Proactively identifies frequent pain points and roadblocks to software implementation and prepares solutions
• 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, TSR/TISR, and Software Solution Architect (where appropriate) to inform renewals and sales strategy based on partnership with customer and deep understanding of needs, where applicable
• Builds an internal UL problem solving network, proactively engages internal personnel to anticipate problems, improve delivery, etc.
• Read and follow the Underwriters Laboratories Code of Conduct, and follow all physical and digital security practices

Qualifications

• Bachelors and/or graduate degree in business, engineering, or related field (desired, not essential dependent on experience)
• Proficient in MS Office (Word, PowerPoint, Excel, Outlook), and CRM software.
• 6+ years of related experience. Relevant knowledge and capabilities related to E& A products/services.
• Previous experience in customer-facing jobs, ideally with senior and executive-level customer contacts.
• Business acumen and understanding of business sales processes.
• English Business Fluency is essential, and Business Fluency in other languages (German, French) is desirable

What you’ll experience working at UL:

Mission: For UL, corporate and social responsibility isn’t new. Making the world a safer, more secure and sustainable place has been our business model for the last 125 years and is deeply engrained in everything we do.

People: Ask any UL employee what they love most about working here, and you’ll almost always hear, “the people.” Going beyond what is possible is the standard at UL. We’re able to deliver the best because we employ the best.

Interesting work: Every day is different for us here as we eagerly anticipate the next innovation that our customers create. We’re inspired to take on the challenge that will transform how people live, work and play. And as a global company, in many roles, you will get international experience working with colleagues around the world.

Grow & achieve: We learn, work, and grow together with targeted development, reward and recognition programs as well as our very own UL University that offers extensive training programs for employees at all stages, including a technical training track for applicable roles.

Total Rewards:

• Competitive remuneration package with a yearly bonus
• Mediclaim scheme for family
• Group Term Life Insurance
• Group Personal Accident Insurance
• Training and Development (provided by UL University).

Learn More:

Working at UL is an exciting journey that twists and turns daily. We thrive in the twists and revel in the turns. This is our every day. This is our normal. Curious? To learn more about us and the work we do, visit our company page UL.com **

About Us**

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.

From the adoption of electrification to the enablement of 5G and new mobility, we collectively look toward new frontiers, working for a safer world. Our science is your advantage.

Mission: Working for a safer world.