Work from Home: Egnyte is a secure multi-cloud platform for content security and governance that helps over 22,000 organizations protect and collaborate on their most valuable data. Since 2008, we have been at the forefront of cloud content security, empowering businesses to maintain compliance, detect ransomware threats, and enhance productivity across various applications and cloud environments. Join us and become a part of a company that values Invested Relationships, Fiscal Prudence, and Candid Conversations.
Job Details:
Name of the post: MSP Customer Success & Renewals Specialist
Location: Remote, Online
About the Role
Egnyte is looking for a Customer Success & Renewals Operations Specialist to support our MSP (Managed Service Provider) Customer Success & Renewals team. This role plays a critical part in ensuring smooth operational processes, accurate reporting, and customer retention efforts. If you have a passion for customer success, SaaS operations, and data-driven decision-making, this opportunity is for you.
Key Responsibilities
Operational Support:
- Manage and optimize Customer Success tools like Salesforce, Gainsight, and Zendesk.
- Create and maintain renewal tracking dashboards and reports to improve decision-making.
- Develop and update customer success documentation, workflows, and playbooks.
Renewals Management:
- Monitor renewal pipelines and proactively communicate renewal statuses.
- Support the preparation of renewal quotes, proposals, and contracts.
- Assist MSP teams and customers with invoicing-related concerns.
Customer Success Enablement:
- Analyze customer usage data and health trends to drive engagement.
- Identify areas for improving customer satisfaction and reducing churn.
Data & Reporting:
- Maintain accurate CRM records to support data-driven decisions.
- Generate regular and ad-hoc reports on renewals, churn, and upsell opportunities.
- Identify gaps in reporting and process inefficiencies, recommending improvements.
Cross-Functional Collaboration:
- Work closely with Sales, Renewals, and Customer Success teams for seamless communication.
- Support internal meetings, reporting, and documentation needs.
- Assist in customer engagement campaigns to improve retention and renewals.
Required Qualifications
- 2+ years of experience in Customer Success, Renewals, or Sales Operations within SaaS or MSP environments.
- Strong proficiency in CRM tools like Salesforce, HubSpot, Gainsight, and Zendesk.
- Knowledge of Confluence is a plus.
- Experience with Excel, Tableau, or Power BI for data analysis.
- Excellent communication, organization, and problem-solving skills.
- Ability to work US EST hours (mandatory).
Preferred Skills & Experience
- Familiarity with subscription-based software models.
- Experience working in an MSP or IT services organization.
- Understanding of customer lifecycle management and renewal best practices.
Benefits
- Competitive salary
- Medical insurance & healthcare benefits for employees and families
- Fully paid premiums for life insurance
- Flexible hours & PTO
- Mental wellness platform subscription
- Gym & childcare reimbursement
- Group term life insurance
Diversity & Inclusion
At Egnyte, we celebrate diversity, equity, and inclusion across our teams and strive to create an environment where everyone can thrive. We welcome individuals from all backgrounds to join our mission of delivering exceptional customer success.
How to Apply?
Interested candidates can apply at: Egnyte Careers