Customer Success Specialist – Renewals

Veryon is a leading software and technology company that exists to enable aviation teams around the world to improve efficiency and safety. Our products maximize uptime for aircraft maintenance teams through our customer driven innovation and world class customer service.

Veryon has more than 7,500 customers in 137 countries, we service general and business aviation, military/defense, commercial aviation, and OEM industries. Our core values drive us, in business, internally, and in our everyday lives.

As a Customer Success Renewal Specialist, you will be responsible for providing support to Veryon’s customer retention and renewal strategy, on-time execution of renewals processes and contracts. Develops programs to manage implementation of customer relationship strategies to increase both the effectiveness and efficiency of our loyalty and retention efforts. CS Renewal Specialists will be owning and executing a portfolio of renewal contracts in an assigned territory. They are responsible for creating strategic partnerships with internal stakeholders such as Sales and Customer Success Managers to secure every renewal. They are responsible for minimizing financial attrition, locking in the most favorable terms, identifying growth opportunities, and passing insights back to the business. Renewal Specialist are responsible for ensuring that their customers are set up for success while optimizing financial outcomes.

What You’ll Accomplish – Your Performance Objectives

Objective #1

In your first 30 days, develop a good understanding of the Veryon product offerings specifically within Tracking and Publications.

• Serve as primary contact to develop and execute win/win negotiation strategies for SMB account contract renewals that optimize contract terms while protecting and enhancing customer trust. Own, drive and manage the renewals process in collaboration with the account team.
• Ensure successful and on-time renewals for the account prior to the contract end date and executing all renewal back-end work in a timely manner for the assigned customer base.
• Present renewal proposal(s) and options to customer and notify customer of upcoming contract expiration.

Objective #2

In your first 60 days, expand system knowledge and be proficient in the renewal process.

• Partner with Account Executives and CSMs to fully understand and develop a clear renewal strategy for each customer based on data driven decisions.
• Identify customer requirements, uncover roadblocks, and demonstrate strong account management and commercial capabilities to drive renewal to on-time closure.
• Secure and validate renewal orders, driving maximum renewal and up-selling from the install base which includes confirming the delivery of quote to partners/end customer and facilitate the order Processing and approval of Purchase orders.

Objective #3

In your first 90 days, you’ll follow-up as required to manage process through booking of renewal.

• Engage, as required, with the supporting functional teams to resolve issues raised by customers related to their sales deeds.
•  Provide executive management with complete visibility to renewals and solicit executive involvement and escalate as required.
•  Accurately maintain/update a rolling 120 day forecast of renewals in your territory and ensuring any uncovered risk is clearly communicated to develop resolution strategies.

Who We’re Looking For – The Personal Competencies That Matter

• Attentiveness: The CSS will be the point of contact for our customers. This requires the ability to truly listen and pay attention to the individual customer. This person quickly builds rapport with the customer by engaging them and listening to their pain point. The CSS is viewed as one of our subject matter experts by our clientele.
• Problem Solving: The CSS will take the initiative to understand the customers pain points. The CSS then provides a white glove service to the customer offering suggestions that resolve their problems and make their lives easier. The ability to upsell will be crucial for the CSS to be successful.
• Personality & Interpersonal Skills: The CSS is an integral face and voice of the company. The right candidate is outgoing, carries a can-do attitude, and loves to speak with people. Success in this role requires emotional agility. The CSS must be able to work well with a wide variety of personalities and roles. They need to be able to clearly communicate with customers of various backgrounds to effectively deliver information pertaining to their maintenance tracking and customer expectations. They must thrive working in a fast-paced, high-priority, demanding environment.
• Communication: Effective and clear communication are key essential roles of this position. Those successful in this role have fine-tuned listening skills and have superb verbal communication. All correspondence internally and externally is respectful, confident, clear, concise, and friendly.
• Creativity and Resourcefulness: Those successful as a CSS solve our customer’s problems but find clever and fun ways to go the extra mile – and want to do so in the first place. The CSS infuses a typical customer service exchange with memorable warmth, personality, and knowledge. Those successful have the natural born attitude to deliver a white glove service experience that leaves our customers with the want to call and chat.

How We Work – The Core Values That We Live By

• Fueled By Customers: We work hard so our customers can get more uptime. A customer-centered approach is on the forefront of our minds. We’re big on transparent communication with our customers, and we celebrate their wins internally because we love the positive impact we’re making on their lives.
• Win Together: We focus on the “we” and not the “me”. Collaboration is key, we value diverse backgrounds and skill sets. Our mission is to win as a team, we think everyone plays an integral part in our success.
• Make it Happen: When we make a commitment, we get it done. We take a proactive approach, we commit, we adapt to evolving landscapes and problems, we tackle problems at every difficulty level.
• Innovate to Elevate: We set the standard in aviation by embracing and advancing cutting edge technology. We take a fail-forward approach using everything as a learning experience. We encourage creativity and experimentation within our teams. This helps us set the bar high and provide world class expertise in aviation.

Tagged as: Customer Success