Vector Solutions is the leader in providing industry-focused SaaS solutions that connect content and technology. Vector’s unique product set aims at training and learning management, continuing education (CE), compliance, workforce scheduling, safety management, and more.
Our mission is to empower everyday heroes in the public, educational and commercial sectors to make safer, smarter, and better decisions.
We are seeking a Renewal Specialist to own a high-volume queue of subscription renewals, engaging customers primarily by phone to close renewals accurately, on time, and within SLA. As Vector’s renewal workflow becomes increasingly automated, routine renewal notices and touchpoints are handled automatically, freeing this role to focus on the renewals that need a person: negotiating price and terms, pushing back on downgrade or cancellation requests, and applying working knowledge of contract structure to make sound calls quickly, including the escalated, higher-complexity contracts that land in this role. The ideal candidate is comfortable working a fast-moving queue, confident on the phone, and ready to negotiate to protect and grow revenue.
What You’ll Do
- Own and work an assigned queue of renewal requests in Salesforce, prioritizing by risk, sentiment, and renewal date, and responding within a 48-hour SLA.
- Engage clients, primarily by phone, calling customers promptly once a renewal is flagged or due, rather than relying on email as the primary channel.
- Develop professional cooperative relationships with a portfolio of clients.
- Identify, retain, and grow Vector Solutions products based upon client needs and business initiatives.
- Develop strong knowledge of Vector Solutions customer relationship management with Accounts and Opportunities to ensure all records and data are accurate and up to date.
- Develop industry expertise within assigned client base.
- Maintain and track all client communications utilizing Vector Solutions customer relationship management system.
- Leverage Vector’s automated renewal workflow for routine, lower-touch renewals, and focus your time on the accounts and conversations that need a person: at-risk renewals, downgrade or cancellation requests, and pricing questions.
- Thoroughly review and understand contracts, quotes, order forms, and legacy agreements in Salesforce/CPQ (renewal type, pricing, payment terms) to confirm exactly what’s being renewed before engaging the customer.
- Negotiate renewal terms and pricing, push back on downgrade and cancellation requests, and present alternatives that protect and grow revenue.
- Maintain revenue for assigned client base, confirm repeat business, and identify potential areas for new revenue generation among assigned clients.
- Address client concerns and ensure the resolution of issues in a timely manner.
- Proactively conduct regular account checks to identify and mitigate early risk.
- Reinforce the value of Vector Solutions products and identify additional opportunities.
- Own escalated, higher-complexity renewal contracts, including cancellations, pricing exceptions, and contract disputes, working them directly to resolution rather than routing them elsewhere.
- Collaborate across teams to ensure clients receive support.
- Collaborate with Finance teams to ensure accurate billing of renewals.
- Ensure that renewals are closed accurately and on time while retaining or growing the contract revenue to achieve or exceed the stated renewal goal.
- Other duties as assigned.
What You’ll Need
- 2+ years of experience in renewals, account management, inside sales, or customer success; B2B experience required, public sector experience preferred.
- Public sector experience, including procurement processes, purchase order (PO) workflows, and fiscal-year cycles, strongly preferred.
- Excellent interpersonal skills needed to develop strong business relationships with clients both internal and external.
- Comfortable managing a high-volume queue and working quickly to meet response-time SLAs.
- Strong phone-based communication skills, comfortable negotiating with customers, and pushing back on downgrade or cancellation requests.
- Strong ability to thoroughly read and interpret contracts, quotes, order forms, and legacy agreements in Salesforce/CPQ, including auto-renewal terms, anniversary billing, and pricing structures.
- Strong time management skills - demonstrated ability to prioritize work, set goals and meet deadlines with minimal supervision.
- Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) and Salesforce CRM.
- Excellent organization skills and detail oriented.
- Bachelor's degree in a related field is preferred but not required.
- Willingness to do independent research and learn more about the Public Sector (Fire, Law Enforcement and Emergency Management Services)
What We Value
- Teamwork - Above all, we’re a team. We give and value feedback. We support each other, respect each other and work together to accomplish our common goals and serve our customers. Once we make decisions, we align behind them as a team.
- Customers First - Our customers’ success is our success. They are why we are here. We work to earn the trust of our customers and always deliver on our commitments.
- Make a Difference - It’s not a job, it’s a calling. We have passion for our mission, for our customers, for our work, and for sharing a fulfilling experience with our fellow team members.
- Inclusiveness - Uniqueness is powerful. We support an environment of respect, belonging, and community that promotes a variety of perspectives and crucial conversations, leading to better outcomes.
- Act Now - We act with urgency. The best time to get something important done is now. We don’t wait and let perfection be the enemy of good.
- Curiosity - We love a good challenge. We’re scrappy, we stretch ourselves to be the best, ask questions, learn from our mistakes, and are dedicated to continually improving and growing.
- Ownership - We own the outcome and don’t pass the buck. The score matters. We hold ourselves and each other accountable. We treat company resources like they are our own.
