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Customer Success Specialist

Country:  United States
State / Province:  Colorado
City:  Colorado Springs
Job Type:  Regular
Job ID:  36475

Job Description

Keysight’s Services Sales organization have a great opportunity for the right individual to become part of an exciting and dynamic team! 
The Customer Success Specialist (CSS) demonstrates proven and disciplined sales methodologies and is responsible for renewal of existing service solution agreements and the upselling of the Keysight Services Portfolio to the entire customer organization, from technicians to executives. Their focus will be on acting as a trusted advisor to our customers, influencing long-term strategic direction, whilst building and maintaining customer relationships to ensure the timely and effective renewal of existing customers agreements.
The successful CSS leads the development and disciplined execution of the agreement renewal strategy for the assigned territory in the US to generate business growth opportunities. Navigating complex selling processes; they proactively lead customers through the sales process to close deals. They explore and understand complex customer requirements on a business and technical level to engage, educate, and ensure satisfaction of the installed base. They must develop outstanding account plans with a deep knowledge of the Keysight services portfolio to build a strong funnel of incremental business.
Some Key Competencies for this Role:
Sales Capabilities
•    Demonstrated track record in disciplined execution of a renewals process including funnel management to enable reaching and exceeding sales goals in a services business.
•    Demonstrate a proactive ability to ensure a timely renewals process.
•    Ability to continually assess and understand customer's business initiatives and identify issues/opportunities of that the customer may not even know they have where Keysight’s services portfolio can provide a significant value in helping the customer to achieve their business goals
•    The ability to articulate and demonstrate Keysight’s service delivery value propositions to the customer at all levels within their business
•    Skilled negotiator
Executive Presence
•    Leads Customer Business Reviews and other Sales related projects requiring coordination with partner organizations within the business
•    Skilled at executive selling, articulating strategic impact that Keysight can make to deliver business outcomes for our customers
Business & Financial Acumen Capability
Presentations/Influencing, Creating & Articulating “The Story”
Professional Communications
Job Qualifications
To be successful in this position, you bring with you:
•    Strong ability to manage complex sales funnel and develop business plans to enable and accelerate sales growth
•    Strong Customer relationship building skills at all levels
•    Strategic scheduled approach to selling; driven by disciplined execution and proactive proven sales methodologies and mentality
•    Goal Driven with strong relationships inside and outside the company and drives for robust internal partnerships and collaborations cross-functionally

Job Qualifications

CSS Job Summary:
The Sales Renewal Specialist (CSS) is part of a Services Sales Organization.  He or she is responsible for renewing and upselling service agreements (including SVAs, VBPs, ESP, TME, Exclusive Loaner Program and Standard Level Calibration) and onsite deliverables (VOS, SUS, RP) in an assigned territory.  This role does not sell to new labs, new companies, or specialty products (AM, System Level Cal, or any new specialty products).  Engage with the Service Solutions Specialist (SSS), as necessary, to help renew existing contracts.
Key responsibilities of the CSS
Job Priorities and Critical Tasks:   
•    Proactive engagement with SSS, HWFEs, Delivery, and SPS to fuel incremental growth of existing contracts 
1.    Successfully renews and grows all assigned contracts and onsite deliveries
2.    Engages with SSS as needed to ensure renewal of contracts
•    Enable customer success
1.    Understands and articulates the quantified value proposition sold to the customer by the SSS
2.    Ensures that the customer receives and acknowledges delivery of that quantified value
3.    Owns Customer Relationships 
•    Provides New Business Leads to the SSS
•    Maximizes the conversion of orders to revenue within a quarter 
•    Works closely with Delivery partners to ensure capability and capacity of RP, SUS and VOSCal renewals
•    Works closely with SASS Team to optimize the renewal process for smaller contract renewals in order to drive business growth
•    Owns Funnel Management for Renewals
•    Leads and Delivers QBRs / SAR within Territory for Key Renewals
Works closely with Business Development Team partners
CSS Measures:
1.    Quota Performance
2.    Renewal Rate Performance
•    In Order Dollars
•    In Number of Contracts
•    Growth YoY
3.    Order Linearity Performance
CSS Key Attributes:

  •  Strong funnel management skills
  • Strong communication and organization skills
  • Effective at remote selling (phone, email, web chat) in a timely manner
  • Goal oriented
  • Demonstrates sense of urgency
  • Able to multitask
  • Passion for Customer Satisfaction
  • Skilled in Excel and other Microsoft Office Products
  • Adheres to the Standards of Business Conduct
  • Has a driven, proactive mindset
  • Partners well with immediate Sales Team and other internal resources

CSS Sales Plan ID and Description

  • 6 Month Duration/Performance Period
  • 80% Base/20% At Risk

1 Volume Plan
2 Volume Plan


Job Function


Careers Privacy Statement 

***Keysight is an Equal Opportunity Employer.***

Keysight Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.

Candidates can be considered to work from the following locations:

Americas : United States : Colorado : Colorado Springs || Americas : United States : Colorado : Englewood || Americas : United States : Colorado : Englewood || Americas : United States : Colorado : Loveland

Job ID : 36475 

Nearest Major Market: Colorado Springs

Job Segment: Outside Sales, Business Development, Customer Service, Sales