Renewal Specialist-US

Role Summary

As a renewal specialist, you will play a vital role in maintaining and growing our client base by managing the renewal process for existing customers.

You will be responsible for securing proactive contract renewals while fostering strong relationships with clients to maximize retention rates, protect revenue, and drive growth.

This position combines elements of client advocacy, sales expertise, support services, and product knowledge.

  

Primary Functions:
1.

Renewal Management: Meet or exceed team renewal targets.

Coordinate the renewal process for existing clients, including sending out renewal notifications, negotiating terms, and ensuring timely contract renewals.
2.

Client Communication: Establish and maintain strong relationships with clients to understand their needs, address concerns, and facilitate the renewal process smoothly.
3.

Contract Negotiations: Collaborate with sales, legal, and other relevant teams to negotiate contract terms, pricing, and renewal conditions to achieve mutually beneficial agreements.
4.

Retention Strategy: Develop and implement strategies to increase customer retention rates, including identifying upsell or cross-sell opportunities and proactively addressing potential renewal risks.
5.

Documentation and Reporting: Maintain accurate records of renewal activities, contracts, and client communications.

Generate reports to track renewal performance and provide insights for strategic decision-making.
6.

Customer Satisfaction: Ensure high levels of customer satisfaction by delivering excellent service throughout the renewal process, addressing inquiries promptly, and resolving issues effectively.

 

Knowledge, Skills and Abilities: 


* Passion for a positive client experience.


* Experience: Previous experience in a customer-facing role, sales or account management, preferably in a B2B or SaaS environment.


* Communication Skills: Excellent verbal and written communication skills with the ability to articulate complex ideas clearly and professionally.


* Negotiation Skills: Strong negotiation and persuasion skills with the ability to influence and close deals effectively.


* Organizational Skills: Exceptional organizational skills with the ability to manage multiple priorities and deadlines in a fast-paced environment.


* Relationship Building: Proven ability to build and maintain strong relationships with clients, internal teams, and stakeholders.


* Analytical Skills: Strong analytical and problem-solving skills with the ability to interpret data and metrics to drive decision-making with a solution-oriented focus.


* Technology Proficiency: Proficiency in CRM software, Salesforce, Microsoft Office Suite, or other relevant tools for documentation, reporting, and communication.


* Exhibit our Reach Principles - Respect, be Empowered, be Accountable, Collaborate, be Honest.

Education and Years of Experience:


* 2-4 years of releva...