We are looking for a motivated, energetic Customer Partnerships Specialist (CPS) to join our Customer Partnerships team!
In this role, you will address customer renewals proactively, thinking strategically about our partnership and ways we can continue to strengthen and expand the trust that customers place in us. The CPM is responsible for partnering with and advising our Customer Success team to uncover and nurture opportunities for organic growth within the customer lifecycle and build trusted advisor relationships with key strategic accounts. You will accurately forecast our renewal pipeline and bolster our efforts to reduce and mitigate churn. Driving proactive interactions is key to success in this position.
We work with some of the best brands in the world and their level of satisfaction in our product depends on you and the service you provide. We take this responsibility very seriously, so smart, creative, strategic, and empathetic applicants are a must in order to deliver to our customers the experiences they expect.
What you'll do here:
- Strategically and proactively secure manual and automated customer renewals, uncovering opportunities to grow, strengthen, and lengthen partnership agreements.
- Partner with Customer Success Managers to build relationship-forward strategies, playbooks, frameworks, and processes that support customer engagement, expansion, and retention within the customer lifecycle.
- Coordinate and own RFP and “re-sell” processes for current customers evaluating renewal options and the competitive landscape.
- Manage red line negotiations with current customers in the renewal or expansion process.
- Partner with CX Management to drive strategies to save accounts that are at risk of or have given notice to churn.
- Analyze and present data to CX Management on the next best targets for expansion and growth using available data through Gainsight (health scores), market trends, contract specifics, etc.
- Seek out opportunities to sell Lytho to more teams within existing customer accounts during the renewal cycle.
- Lead contract negotiations and execute renewal agreements.
- Maintain and report on an accurate forecast of renewal opportunities.
- Provide additional contract and invoice support for customers as necessary.
What we're looking for:
- Passion for delivering brilliant customer service and improving the way organizations work.
- A minimum of 3 years account management experience, with a proven ability to successfully negotiate complex partnership agreements and manage customer relationships at all levels of an organization.
- Experience cultivating strategic customer relationships that result in customer expansion and renewals.
- Experience presenting and is effective in a variety of formal presentation settings: one-on-one, small and large groups, with peers, direct reports, and bosses; is effective both inside and outside the organization.
- Outstanding organization, planning, problem-solving, critical thinking, and risk mitigation skills; detail-oriented, able to organize your own workflow, with the ability to deduce multiple solutions to any given problem.
- Experience with Conflict Management, Steps up to conflicts, seeing them as opportunities; reads situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation with minimum noise.
- Excellent written, verbal, and interpersonal communication and outreach skills, responding rapidly to customer inquiries, and drafting concise and informative e-mails.
- Passion for people: love working with, talking to, and interacting with people through all means of communication, including your teammates and other coworkers.
- Peer Relationships: Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers.
Preferred Requirements:
- Familiarity with customer success software like Salesforce and Gainsight, with tenacity, patience, and a willingness and ability to quickly learn new software products. Picks up on technical things quickly; can learn new skills and knowledge; is good at learning new industry, company, product, or technical knowledge; does well in technical courses and seminars
- Bachelor's degree preferred
- This position requires minimal travel as required (<10%)
Why become a Lythonian?
We know that our people are what make us great! We continue to invest in resources and programs to support the wellbeing and growth of each Lythonian, both professionally and personally.
- Benefits: We offer diverse benefits to support the health, wellbeing, and futures of our people and their loved ones, including: unlimited PTO; paid parental leave; paid gender transition leave; “Summer Fridays” (half-days on Fridays during the summer months); medical, dental, vision, disability, life, and accident insurance; EAP services; and 401K with match.
- Remote Work & Flexibility: We are a “Remote First” workplace, where Lythonians have the flexibility and autonomy to balance work and personal needs. We care about the work you deliver, not the hours you spend online.
- Room for Growth: We love to see our team grow and thrive! In our current stage of rapid growth, there are plenty of opportunities to develop in your career and/or learn new skills.
- Values We Live By: Our overarching value is “Let People Run”, and this guides every decision we make. We recognize that people perform their best when they are provided the resources they need in combination with ownership and autonomy to make an impact!
- Diversity & Inclusion: We don’t just accept differences, we celebrate them! We are a diverse group with people from all over the world, and our priority is to foster a safe and welcoming environment for all. We have a dedicated committee that focuses on diversity, equity, and inclusion at Lytho and have implemented initiatives such as creating a gender transition leave policy and including Juneteenth as a company holiday.
About Lytho
We are a growing, global software company that is obsessed with the needs of brand and creative teams. We started as the first online proofing solution and evolved into a full Creative Operations Platform - so our customers can better collaborate across their organizations to achieve better content outcomes. Our core value, "Let. People. Run." guides every decision we make. We equip our employees with guidance, direction, and resources so that they do their best work with both autonomy and accountability.
While we are a remote-first company, with employees working from home across the United States and the Netherlands; we recognize that “perfect work environment” is different for everyone. So we have optional physical workspaces in Durham, NC and Amsterdam, where we can maintain personal connections as needed. We are a group of passionate, curious, and unique individuals who value transparency and continuous development.