Renewal Process Specialist
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This role involves orchestrating a successful and timely renewal process for manually-contracted customers. The goal is to ensure a seamless continuation of their partnership with the organization.
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The Renewal Specialist will work closely with customer success and growth teams to offer an outstanding customer experience, contributing to the growth and retention of the customer portfolio within assigned accounts.
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Responsibilities:
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1. Renewal Management:
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* Proactively manage the end-to-end renewal process for assigned customer accounts, increasing the renewal rate and reducing churn.
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* Work on upcoming renewals, engaging with customers 90 days in advance to secure timely renewals and facilitate internal approvals.
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* Prepare renewal quotes and contracts, ensuring accuracy and compliance with company policies.
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2. Negotiation and Objection Handling:
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* Negotiate contract terms, pricing, and service level agreements within assigned accounts to achieve win-win agreements.
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* Collaborate with customers to address objections or concerns related to renewals.
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3. Forecasting:
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* Accurately forecast renewals and key metrics in a timely manner to the management team.
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* Utilize data and reporting tools to track renewal performance and identify at-risk accounts.
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* Identify opportunities for efficiency gains to improve existing processes.
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KPIs & Objectives:
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4. Achieve renewal quotas and objectives.
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5. Support business with ad-hoc initiatives.
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6. Cross Functional Collaboration:
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* Work closely with sales, customer success, finance, legal, and other stakeholders internally to ensure a coordinated approach to renewals.
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* Identify add-on or cross-sell opportunities and facilitate a conversation with relevant CSM or customer growth representative.
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7. Communication:
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* Communicate with customers about features and value of products, as well as available finance options.
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Requirements:
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8. Minimum of 2-3 years of renewals experience in a SaaS environment.
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9. Proven ability to manage ambiguity and navigate an evolving organization.
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10. Proven ability to work independently and collaborate effectively.
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11. Outstanding verbal and written communication skills with the ability to present to a diverse audience.
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12. Talent for building solid relationships with internal and external stakeholders.
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13. Excellent time management skills with a proven ability to meet deadlines.
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14. Excellent organizational skills and attention to detail.
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15. Critical thinker who can help create and improve processes.
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16. Strong problem-solving, organization, and negotiation skills.
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17. Driven and competitive with a strong desire to be successful.
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18. A proven track record of overachievement and renewal/commercial targets.
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19. Ideal candidate would be familiar with MEDDPICC methodology.
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