Day-to-day responsibilities for the Renewal Growth Specialist (RG Specialist) may include, but are not limited to:
- Collaborates with Sales, Customer Success Managers, Legal, and Finance teams to ensure customer requirements are met and to provide a seamless customer experience and achieve renewal, uplift, retention, and expansion revenue targets, and to ensure successful, timely renewals and reduced churn risk
- Creates proposals and contracts for all existing customer renewals and expansions within assigned territory. This includes renewal documentation, quotes, and amendments including upgrades, downgrades, pricing, transfers, and migrations, ensuring timely and accurate processing of renewals
- Identifies and pursues expansion opportunities by aligning product solutions and add-ons with customers evolving needs and goals. Migrates existing customers from legacy plans onto new packaging and pricing
- Proactively provides product renewal date and pricing details to the customer, including notifications, reminders, and any necessary documentation; addresses customer billing questions or inquiries
- Forecasts and manages pipeline on a monthly and quarterly basis, maintaining accurate customer and contract details, updates, and forecast status in the relevant systems (Salesforce, Gainsight, etc.) daily to enable proper planning and seamless collaboration
- Monitors account health indicators and flags any at-risk renewals to the Customer Success Managers for further action
- Tracks and analyzes financial, renewal, and forecasts metrics, tracking progress against targets and timelines, proactively addresses risks to retention or satisfaction, and provides updates to management
- Analyzes customer feedback to capture product expectations, experience, satisfaction, and abandonment propensity in the CRM system
