Are you passionate about proactively reducing churn, improving customer health, and driving retention? As a Renewal Specialist, you will maintain relationships with EMEA Velocity customers, focussing on retention, ensuring predictable renewals, implementing preemptive measures to enhance retention and improve our renewal base.
You thrive in a fast-paced, dynamic environment, where you wear many hats and leverage your strong organizational, analytical, and problem-solving skills to drive customer retention. If you love working with customers, identifying risks before they become churn threats, and driving proactive solutions, this role is for you!
What you’ll do
As a Renewals Specialist, you will:
- Maintain relationships with the customer for account management related activities
- Be the renewals owner for resolving customer issues, mitigating potential churn during the contract term and closing the renewal
- Provide accurate in quarter and quarter + 1 forecasts for your assigned renewal region through accurate maintenance of renewal opportunities
- Perform detailed data signals analysis (usage and contract) for early identification of potential churn
- Work closely with Sales, Finance, Legal, and the Deal Desk team to streamline the resolution process including notifications and approvals
- Responsible for creation of detailed quotes with approvals
- Provide renewals management with regular status updates and accurate transparency to forecasted churn
- You will discover upsell/cross-sell opportunities to maximize customer growth and create leads for AEs within your book of business
What Makes You a Great Fit:
- Strong negotiation skills
- Proven track record to work with multiple cross-functional internal collaborators as well as the customer to build a case and drive consensus
- Ability to think systematically and operationally, with a focus on identifying and analysing workflows to service a large set of customers
- Curiosity & motivation to learn – you’re eager to understand our product inside and out so you can effectively communicate its value
- Problem-solving mentality – you approach challenges with a positive attitude and embrace change in a fast-growing environment
- Candidates who are tech-savvy and comfortable with utilizing digital tools and platforms would thrive in this role
- Previous experience with Gainsight & Salesforce is a huge plus
At a minimum, you need to have:
- Previous experience, 2+ years in account management/renewal management within a SaaS organization, in a high volume environment
- Willingness to go the extra mile with a strong work ethic and a customer centric mindset
- Commitment: Goal-oriented, hands-on, and get-things-done attitude
- Composure: Ability to work under pressure and meet daily deadlines
