Customer Success Representative - Job Description

We're HCSS. We're a software company based in Sugar Land, TX and we provide innovative solutions for the construction industry that helps streamline their operations. Our mission at HCSS is helping customers achieve excellence through our proven, customer-centric, end-to-end solutions and exceptionally helpful service, while providing a great life for our employees. With this mission at the forefront of everything we do, we're recognized as a pioneer and leader in our market and nominated the "Best Companies to Work for in Texas" 15 years in a row.

WHO WE NEED:
We're looking for a Customer Success Representative to join our high-performing Customer Success team to manage renewals and customer account growth for the "Digital Growth" customer segment, up to $15k ARR. The ultimate goal for each customer is to help them grow up and out of the CSR ARR bracket, into the CSA bracket, through cross-sell and IQL activities.

WHAT YOU'LL DO:

Daily Activities

Work through customer renewals, with a goal of switching the maximum number of customers possible to the auto-renewing contract.
- Renewals: Renewals should be signed on average early 90% with a priority of high dollar renewals
  - Renewal Expectations
  - Miss: 10+% of renewals are overdue (overdue based on not signing on time)
  - What Success Looks Like: 90% of renewals are signed on time with your large renewals not going overdue
  - Throughout 2024, all renewals should be presented as switching over to the auto-renewing contract for all customers. If a customer pushes back on signing the auto-renew contract, please escalate to your manager and the Director, CS.
Escalate renewal problems or significant churn risks to your manager as they occur.
Monitor customer health via Gainsight
Action all automated CTA's
Lead NPS responses for negative reviews that any customers have given us.

Weekly Activities

Create IQL's as needed, when customers express interest in using other products in the HCSS family. You will receive an individual bonus if your IQL converts into a completed demo and / or a closed won sale to the customer.
Account Handoff: The handoff should be complete within 2 weeks of getting it from Implementation
- Handoff Process/Template
- Create CTA
- Reach out to the customer
- Miss: You don't reach out to the customer within 2 weeks to start conversations.
- What Success Looks Like: Customer is outreached and begins to work with CS. Minimum expectation would be capturing goals and offering resources to the customer. Exceeding expectations would be the establishment of a success plan.
Surveys
- Growth Benchmark Survey
- 9 Month NPS
- Follow up from digital communication of that one survey that will be entered into JO for accounts under 10k
- Miss: Not sending out the growth benchmark survey immediately after renewal and not following up during the 2 week interim period before closing the CTA
  - Exceptions: Customer sentiment is bad.
- What Success Looks Like: Growth Benchmark survey is sent out after renewal thank you message is sent by CSR, if there is a response to the survey, it is evaluated and followed up on for action items such as IQLs, requests for training, feature requests, or updating future churn risk.

Monthly Activities

Recommend new automation ideas as they occur to you to your manager
- Automation ideas should focus on areas that will better help predict customer churn risk or that will make your job easier and less manual.
Recommend process improvements as they occur to you to your manager.
Review your "Renewals Overview by CSM" dashboard to monitor the impact that your work is having on renewals, as well as maintain line of sight to upcoming renewals.
Proactively schedule continued learning sessions / trainings for yourself using the annual allowance that is available to all members of our team for continued learning in job-related skills.
Monthly GRR and Renewals review with your manager and the Director, CS.
- Achieve cumulative HJ Web GRR > 85%
Follow up with your full logo and product churns from 3 to 4 months ago to see if there is an opportunity to win them back.
ABR Responsibilities
As a CSR, you have many opportunities for advancement within the CS team. A strong CSR will set aside some time monthly for learning and experiences that will help position them well for advancement within the team.

BENEFITS & PERKS:
Part of our mission statement is to provide a great life for our employees. We believe that happy employees make for a better company, so we take care of them. Here are a few of the perks we offer:

Flexibility for you to work in-office or hybrid..
Medical and Dental Premiums.
On-site amenities including covered basketball court, soccer field, 200-meter track, etc.
401K with match.
Tuition reimbursement.
And more!

HCSS Employer, Inc.

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Customer Success Representative