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Key Responsibilities and Required Skills for Value Expansion Specialist

💰 $85,000 - $135,000

Customer SuccessSalesAccount Management

🎯 Role Definition

As a Value Expansion Specialist, you are the key driver of growth within our most valuable asset: our customer base. This is a highly strategic, quota-carrying role that sits at the intersection of Customer Success and Sales. You will be responsible for building deep, consultative relationships with a dedicated portfolio of clients, understanding their evolving business challenges, and aligning our solutions to their strategic objectives. Your primary goal is to uncover and capitalize on opportunities for expansion, ensuring customers are continuously deriving maximum value from our platform while simultaneously driving significant revenue growth for the company. You are a trusted advisor, a strategic negotiator, and a master of value articulation.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Success Manager (CSM)
  • Account Manager
  • Account Executive (AE)

Advancement To:

  • Senior Value Expansion Manager
  • Strategic Account Director
  • Director of Customer Success / Account Management

Lateral Moves:

  • Product Marketing Manager
  • Sales Enablement Specialist

Core Responsibilities

Primary Functions

  • Proactively manage a portfolio of existing customers to identify and cultivate significant revenue expansion opportunities, consistently meeting and exceeding quarterly and annual growth targets.
  • Develop and execute strategic account plans for each customer, outlining clear objectives, stakeholder mapping, and a roadmap for value realization and commercial growth.
  • Conduct in-depth discovery conversations and regular executive business reviews (EBRs) to understand customer goals, challenges, and key performance indicators.
  • Masterfully articulate and demonstrate the value proposition of our expanded product offerings, tailoring presentations and proposals to address specific customer pain points and use cases.
  • Build and maintain strong, long-lasting relationships with key stakeholders and decision-makers, from daily users to C-level executives, establishing yourself as a trusted advisor.
  • Lead the end-to-end sales cycle for all expansion activities, including opportunity identification, qualification, solutioning, proposal generation, negotiation, and closing.
  • Collaborate closely with Customer Success Managers to ensure a seamless customer journey, leveraging their insights on account health and adoption to inform your expansion strategy.
  • Meticulously forecast expansion and renewal revenue, maintaining impeccable data hygiene and pipeline management within our CRM (e.g., Salesforce).
  • Negotiate complex commercial contracts, including multi-year renewals, product upsells, and cross-sell agreements, with a focus on creating win-win scenarios.
  • Analyze customer usage data, health scores, and industry trends to preemptively identify expansion potential and mitigate churn risk.
  • Serve as the voice of the customer to internal teams, providing valuable feedback to Product, Marketing, and Engineering to influence the product roadmap and go-to-market strategy.
  • Develop and refine expansion playbooks and sales methodologies to improve the efficiency and effectiveness of the entire value expansion team.
  • Drive adoption of new features and premium modules by creating compelling business cases that are directly tied to the customer's desired outcomes.
  • Effectively map customer organizations to identify new business units, departments, or teams that could benefit from our solutions.
  • Partner with the marketing team to develop targeted campaigns, case studies, and collateral that support expansion-focused initiatives.
  • Act as a subject matter expert on the competitive landscape and be able to effectively differentiate our offerings against alternatives.
  • Drive customer advocacy by identifying clients who are prime candidates for testimonials, case studies, and referrals.
  • Manage and de-escalate commercial objections, turning challenging conversations into opportunities to reinforce value and build stronger partnerships.
  • Lead multi-threaded sales processes within large, complex organizations, coordinating with multiple internal and external stakeholders to achieve consensus.
  • Achieve a high level of customer satisfaction throughout the expansion process, ensuring that commercial growth is a natural outcome of delivering exceptional value.
  • Stay abreast of industry best practices in customer growth, account expansion, and value selling to continuously hone your craft.

Secondary Functions

  • Support ad-hoc data requests and exploratory data analysis to uncover growth trends.
  • Contribute to the organization's data strategy and go-to-market roadmap.
  • Collaborate with business units to translate customer data needs into engineering requirements.
  • Participate in sprint planning and agile ceremonies within the broader revenue and customer success teams.

Required Skills & Competencies

Hard Skills (Technical)

  • CRM Proficiency: Advanced skills in Salesforce or similar CRM for pipeline management, forecasting, and activity tracking.
  • Customer Success Platforms: Experience with tools like Gainsight, ChurnZero, or Catalyst to monitor customer health and identify expansion signals.
  • Sales Methodologies: Deep understanding of value-selling frameworks like MEDDICC, Challenger Sale, or Solution Selling.
  • Contract Negotiation: Proven ability to structure and negotiate complex commercial terms, pricing, and legal agreements.
  • Data Analysis: Competency in analyzing customer usage and performance data to build a compelling business case for expansion.
  • Forecasting Accuracy: Demonstrable skill in accurately predicting expansion revenue on a monthly and quarterly basis.
  • SaaS Acumen: Strong understanding of SaaS business models, metrics (ARR, NRR, LTV, CAC), and the customer lifecycle.
  • Proposal & SOW Generation: Ability to create clear, concise, and persuasive proposals and Statements of Work.

Soft Skills

  • Consultative Mindset: A natural curiosity and ability to ask probing questions to uncover underlying business needs.
  • Relationship Building: The ability to build genuine rapport and trust with a diverse set of stakeholders.
  • Strategic Thinking: Skill in developing long-term account strategies that align company and customer goals.
  • Exceptional Communication: Superior verbal, written, and presentation skills, with the ability to influence C-level executives.
  • Resilience & Grit: The ability to navigate objections, overcome obstacles, and maintain a positive, goal-oriented attitude.
  • Commercial Acumen: A strong instinct for identifying and quantifying financial opportunities and business impact.
  • Active Listening: The capacity to listen intently to customer needs before formulating a solution.
  • Negotiation & Influence: The art of persuading and guiding stakeholders toward a mutually beneficial outcome.

Education & Experience

Educational Background

Minimum Education:

  • Bachelor's Degree or equivalent practical experience in a commercial or customer-facing role.

Preferred Education:

  • Bachelor's or Master's Degree (e.g., MBA) in a relevant field.

Relevant Fields of Study:

  • Business Administration
  • Marketing
  • Communications
  • Economics

Experience Requirements

Typical Experience Range: 3-7 years

Preferred:

  • 4+ years of experience in a quota-carrying role such as Account Management, Customer Success, or Sales within a B2B SaaS environment.
  • Demonstrated track record of consistently exceeding expansion revenue targets.
  • Experience managing a portfolio of enterprise or mid-market accounts and navigating complex organizational structures.
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