Customer Success and Renewals Specialist - OneSpan
Chicago, IL
About the Job
At OneSpan, we're reimagining trust to help businesses to thrive by enabling secure, compliant, and frictionless digital agreements and transactions. Across the globe, we are trusted by global enterprises, including more than 60% of the world's largest 100 banks, to enrich their customer experience and mitigate threats today, while preparing to take full advantage of what's coming tomorrow. With a bold vision and an ambitious opportunity ahead of us, we are looking for creative thinkers and fearless ideas that will disrupt our industry.
OneSpan is looking for a Customer Success & Renewals Specialist to join our growing North American team. In this role, you will support clients in maximizing their investment in OneSpan products and services by way of onboarding, usage monitoring, proactive outreach, and identification of new opportunities. This includes also being responsible for the renewals of our existing contracts and acting as an escalation point in case of unexpected issues.
You will:
- Monitor Customer Health; identify and assess renewal risks for customers and collaborate with internal teams to resolve.
- Drive the renewals of existing customer contracts. This includes creating and following up on existing contracts and/or extra options to up-sell.
- Ensure customer retention by tracking set deliverables throughout the life of an agreement
- Be a resource to help advise customers on a routine basis about OneSpan products and services
- Leverage playbooks, technology, and data for maximizing value across the full customer journey
- Maintain accurate and up-to-date records of renewal activities in the CRM system.
- Identify upsell opportunities
- Collaborate with Sales and Customer Success Leadership to ensure retention and customer satisfaction.
- Regularly develop customer relationships to drive successful customer outcomes.
- Assist with high priority requests and serve as an escalation point when needed.
- Maintain a regular renewals outlook and ensure timely customer renewals with accurate forecasting.
You Will Have:
- 1-3 years successful relevant work experience in a client-facing role – ideally using Salesforce CRM or related applications in a SaaS environment
- Strong organizational and communication skills
- Understanding of software licensing concepts/models
- A customer-focused approach with excellent problem-solving abilities
- Ability to navigate and advise on efforts related to customer complaints or projects involving multiple parties and enterprise systems, escalating for assistance if needed.
- Strong teamwork mentality - a True Team Player across all levels and teams within the organization
- Solution Focused – proactive in finding solutions to customer and internal issues.
- Strong knowledge of business processes (Sales, Marketing, Service, Support), applications, and roles
At OneSpan, we challenge the now by thinking ahead, speaking up, and working together to constantly improve. Everyone is an integral part of our mission, with an equal opportunity to participate and make a global impact. Because we know that real connections are built on autonomy and trust, we always engage with open minds and promote diversity in our thinking and in our culture. The more voices we have represented and amplified, the more we will all thrive, contribute, and drive our industry forward. That's why we encourage everyone to bring their whole self to work and be open to different ideas, new challenges, and new possibilities.