Renewals Customer Success Manager
RingCentralSalary not specified
Full Time
Mid-level (3 to 4 years), Senior (5 to 8 years)
Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Legal TechnologyIndustries
Requirements
- Highly personable and enjoys working with people
- Relentless pursuit of excellence
- Strong initiative, drive, and self-direction
- Ability to get things done and routinely meet metric-based goals
- Ability to influence, persuade, and negotiate
- A strong desire to keep learning new things
Responsibilities
- Utilize technology to proactively communicate with current customers, primarily focused on partner/mid/small market
- Collaborate with internal teams to act as the voice of the customer and champion their needs
- Work with Litera’s new business team to develop partner-specific plans to enable and empower partners to drive adoption within and maximize retention of their affiliated accounts
- Manage the contract renewal process for assigned partners and customers
- Coordinate partner-specific communication to inform them of product, process, and program updates
- Utilize and refine 1-to-many written communications to engage end users, drive product adoption, and proactively inform renewal information for Tier 3 and lower customers
- Craft effective email communication templates
- Develop and refine written communication to help promote and enhance product adoption
- Track email performance metrics: open rate and click rate of email messages
- Develop cadence of tech touches aligned to the customer lifecycle including new customer welcome => onboarding => adoption => nurturing/growth => renewal
- Monitor at-risk automation reporting and analytics and escalate as required
- Respond to customer inquiries
- Adapt approach and iterate on existing strategies
- Build and maintain resources to complement CSM outreach across entire customer base; determine how various forms of outreach (emails, webinars, videos, NPS surveys) should work together and align with Marketing and other areas based on the company's higher-level communication plan
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What is the employment type for the Renewals Representative role?
The position is full-time.
Is this Renewals Representative position remote or office-based?
This information is not specified in the job description.
What key skills are required for the Renewals Representative role?
Candidates need to be highly personable, have a relentless pursuit of excellence, strong initiative and self-direction, ability to meet metric-based goals, and skills in influencing, persuading, and negotiating.
What is the company culture like at Litera?
Litera emphasizes helping each other grow, doing the right thing always, and being part of a journey together, with a dynamic team passionate about driving innovation in legal technology.
What makes a strong candidate for the Renewals Representative position?
Strong candidates are highly personable, relentlessly pursue excellence, demonstrate strong initiative and self-direction, consistently meet metric-based goals, and possess the ability to influence, persuade, and negotiate, along with a desire to keep learning.
Literati
Curated book subscription service for all ages
About Literati
Literati offers a subscription service for curated book selections aimed at both adults and children. Each month, subscribers receive a new hardcover book chosen by influential figures, known as Luminaries, from various fields such as business, sports, and the arts. This approach provides readers with enriching and inspiring content. For children, Literati features a 'try before you buy' option, allowing parents to receive a selection of expertly reviewed books to ensure quality and age-appropriateness. The company differentiates itself by combining celebrity involvement with expert curation, appealing to those seeking intellectual and inspirational reading experiences. Literati's goal is to foster a love for reading through high-quality literature while generating revenue through subscription fees and book sales.
Austin, TexasHeadquarters
2017Year Founded
$89.5MTotal Funding
SERIES_BCompany Stage
Education, Consumer GoodsIndustries
201-500Employees
Benefits
Health Insurance
Dental Insurance
Vision Insurance
401(k) Retirement Plan
401(k) Company Match
Short-term Disability Insurance
Parental Leave
Flexible Work Hours
Unlimited Paid Time Off
Company Equity
Risks
Increased competition from companies like Book of the Month challenges Literati's market share.
Celebrity involvement risks brand reputation if associated figures face controversies.
Integration challenges from Follett Book Fairs acquisition may disrupt Literati's operations.
Differentiation
Literati offers curated book selections with celebrity involvement, enhancing its unique market position.
The 'try before you buy' model for children's books sets Literati apart from competitors.
Literati's platform includes exclusive content and discussions, enriching the reader's experience.
Upsides
Rising interest in personalized content boosts demand for Literati's curated book services.
AI-driven personalization can enhance Literati's book selection process, improving customer satisfaction.
Celebrity and influencer marketing trends align with Literati's Luminary-curated adult book offerings.
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