Customer Success Renewals Specialist - Temp to Hire

Position Overview 

This role is intended to be temp to hire, ideally within 6 months.

This position is a part of our Customer Success team that is the primary owner for ensuring Outset customers are satisfied and see value in their relationship with us. We recognize that great products need great service, and having an active service contract for all Tablo devices is key to the support we provide to our customers. Day-to-day renewals specialists work with Outset personnel and systems to identify contracts that are going to be expiring and then work directly with customers to secure purchase orders and new service contracts that meet their needs. This role has direct responsibility for capturing service revenue for all Tablo consoles, including managing the sales process directly with Outset customers. This is the ideal role for someone that wants to focus on renewals that make a measurable impact on customers and is backed by innovative technology. Our current renewal rate is excellent, and we aim to keep it that way! 

Responsibilities/Functions 

• Drive service contract renewal process end to end ensuring that customers have an active service contract for their Tablo systems.  
• Collaborate on sales strategies and coordinate quotes, overcome customer objections, and adjust proposals as required to ensure the best solution is presented to the customer. 

• Communicate with customers in a professional, concise, and effective manner. Maintain positive customer relationships and deliver a high degree of service excellence. 
• Maintain accurate and timely information within Salesforce, track and provide status updates on all open opportunities.  
• Partner with Customer Service, Sales, and Field Service to obtain purchase orders from customers for any Tablo console that is out of contract and requires service. 
• Proactively communicate with existing customers to renew their current service coverage and potential to increase sales of other products and/or services. 
• Prepare data and reports that support customers' understanding of their equipment service needs.  

• Oversee and respond to basic sales and customer questions around process or service entitlements. 
• Partner with technical services team on contract status where service overrides are required.   
• Contribute to a continuous improvement culture utilizing methodologies to improve tools, systems and business processes. 
• Contribute to building a culture of doing the right things for customers. 

Required Qualifications 

• High School Diploma/GED Certification
• 5+ years of customer service experience
• Ability to prioritize tasks and display excellent time management skills
• Ability to be flexible and adapt to changing business needs and process evolution

Desired Qualifications

• College graduate preferred 
• 5+ years of customer service experience 
• Experience cultivating and developing relationships with customers
• Strong verbal and written communication skills
• Excellent problem-solving skills
• Organizational skills to facilitate timely and thorough follow-up on all customer needs to completion
• Travel requirements 10-15%

The Hourly pay for this role will be:  $35/hr - $45/hr.*                                                                                                                       

We feel passionately about pay equality.  Discretionary adjustments to the position’s starting compensation may be made in consideration of other relevant factors pertaining to eligible applicants, including, but not limited to, their specific skills, level, geographical location, and comparison to other employees already in the same or similar roles.

*This range represents our good-faith and reasonable estimate regarding what we reasonably expect to pay for this position at the time of posting.