Senior Customer Success Specialist

Job Title

Works within the standard operating procedures under moderate degree of supervision to evaluate and analyze customer needs, and best position account owners to build upon existing relationships. Uses knowledge and relationships to collaborate with account owner on renewal strategy and inform planning for expansion opportunities. Builds trust, transparency, and loyalty with customer contacts - directs feedback internally, when appropriate. Reviews and updates customer records in the CRM to include account details, scope of work, pricing, contact information, etc. Creates quotes within CPQ and proposals for delivery to customer from either account owner or CSS team. Encourages upgrades and renewals and connects customer contacts to relevant UL team members such as account owners, solution architects, sales support, etc. Collaborates with internal resources until an issue is resolved and communicated to customer. Provides coaching and training for customer success team to ensure consistent service levels are maintained. Assists in creating escalation criteria for customer success team. Manages the performance at the team level by monitoring throughput, turnaround, and quality (accuracy) of the customer success team. Supports implementation and fulfillment teams by communicating customer issues, needs, or requirements. Builds an internal UL problem solving network, works under moderate guidance and engages internal personnel to anticipate problems, improve delivery, etc. Reads and follows the Underwriters Laboratories Code of Conduct, and follows all physical and digital security practices. Performs other duties as directed. Bachelors degree + 5+ years of related experience + Business acumen and understanding of business sales processes + Proficient in MS Office (Word, PowerPoint, Excel, Outlook), and CRM software

What You'll Experience Working For ULS

UL Solutions has been pioneering change since 1894 and we're still leading the way. From day one, we've blazed a trail protecting the planet and everyone on it. Our teams have influenced billions of products, plus services, software offerings and more. We break things, burn things and blow things up. All in the name of safety science. That's where you come in because none of it could happen without you. It takes passion to protect people, problem-solving to safeguard personal data and conviction to make the world a more sustainable place. It takes bold ideas and brilliant minds to build a better world for future generations across the globe. This is more than a job. It's a calling. A passion to use our expertise and play our part in creating a more secure, sustainable world today and tomorrow. As a member of our safety science community, you'll use your ideas, your energy and your ambition to innovate, challenge and ultimately, help create a safer world. Everyone here is unique. But we're also a global community, working together to help create a safer world. Join UL Solutions and you can connect with the brightest minds in the business, all bringing their distinct perspectives and diverse backgrounds together to deliver real change. Empowering our customers to keep the world safe means thinking ahead. It means investing in training and empowering our people to learn and innovate. At UL Solutions, we help build a better future one where everyone benefits.

What We Offer

Total rewards : We understand compensation is an important factor as you consider the next step in your career. The estimated annual compensation for this position is $114,750 - $128,250 which includes a base salary of $85,000 - $95,000. and 100% on target performance. Members of the sales function are eligible to participate in the UL Solutions Sales Incentive Plan. The annual target incentive for this position is 35% of the base salary, paid quarterly, and is contingent upon performance. Compensation is based on multiple factors, including job-related knowledge / skills, experience, geographical location, as well as other factors. This position also provides health benefits such as medical, dental and vision; wellness benefits such as mental and financial health; and retirement savings (401K) commensurate with the standard rewards offered in each individual location or country. We also provide full-time employees with paid time off including vacation (15 days), holiday including floating holidays (12 days) and sick time off (72 hours).

UL LLC has been and will continue to be an equal opportunity employer. To assure full implementation of this equal employment policy, we will take steps to assure that : persons are recruited, hired, assigned and promoted without regard to race, color, age, sex or gender, sexual orientation, gender identity, gender expression, transgender status, religion, creed, national origin, ethnicity, citizenship, ancestry, disability, genetic information, military or veteran status, pregnancy, marital or familial status, or any other protected category under applicable law.