Key Responsibilities:
Strategic Collaboration
- Partner with customers and internal stakeholders to manage and execute the renewal process.
- Align renewal strategies with broader business objectives to maximize retention and growth.
Work Allocation & Performance Management
- Act as a point of contact (POC) for renewal-related activities including work allocation, report analysis, and trend tracking.
- Conduct monthly renewal discussions with customers and build success stories.
- Review cases, perform churn analysis, and maintain monthly scorecards as key KPIs.
Renewal Management
- Create tailored renewal offers and quotes using customer usage insights and contract data.
- Ensure timely delivery of renewal offers and quotes to customer contacts.
- Maintain accurate renewal forecasts and lead renewal review meetings for designated accounts.
Negotiation & Contracting
- Negotiate renewal terms and pricing in collaboration with internal teams to achieve mutually beneficial outcomes.
- Process renewal orders efficiently to enhance customer satisfaction.
Customer Health & CRM Management
- Maintain up-to-date and accurate records in CRM systems (preferably Salesforce).
- Monitor customer health metrics and proactively address risks to retention.
- Identify and refer upsell or expansion opportunities to the Sales team.
Feedback & Continuous Improvement
- Collect customer feedback and share insights with Product, Support, and Management teams to drive improvement initiatives.
- Continuously develop a deep understanding of the company's software solutions to effectively communicate value propositions.
