You resolve client concerns to secure a key contract renewal. Simulation Details: Enterprise Solutions Inc. is a leading B2B SaaS provider specializing in subscription-based software solutions that optimize enterprise operations for large-scale organizations. The company generates $250 million annually, with 75% of its revenue coming from subscription renewals, making client retention critical to its success. Despite offering innovative tools like workflow automation, real-time data analytics, and ERP systems, recurring technical issues such as system downtime, integration failures, and data synchronization errors have caused dissatisfaction among key clients. These challenges threaten the company’s financial stability and reputation, especially with high-value accounts that contribute significantly to its revenue. Enterprise Solutions Inc. employs a customer-centric approach, including structured feedback sessions, dedicated account managers, and prioritized issue resolution frameworks, to address client concerns and maintain its competitive edge. Step into the role of a seasoned Customer Success Manager tasked with salvaging a critical client relationship. You’ll engage in real-time, one-on-one conversations with Mark Whitaker, the Senior Account Manager representing a high-value client, and Priya Kapoor, the Technical Product Manager providing technical insights. Your mission is to diagnose the root causes of dissatisfaction by actively listening, asking probing questions, and demonstrating empathy. Once the issues are identified, you’ll collaborate with Priya to craft a tailored action plan that addresses the client’s concerns with measurable improvements. Finally, you’ll present the plan to Mark, showcasing the benefits of renewal and persuading him to restore trust in the company’s ability to deliver value. - Engage Mark Whitaker in a focused conversation to uncover the root causes of dissatisfaction. - Collaborate with Priya Kapoor to gather technical insights and recommendations for solutions. - Present a tailored action plan to Mark Whitaker that addresses key concerns and highlights the benefits of renewing the contract. - Demonstrate empathy, technical understanding, and negotiation skills to secure the renewal of the client’s contract.