Company Overview:
Our client is a leading provider in the device, entitlement, IoT, and service management market, serving over 100 top-tier CSPs worldwide and managing billions of endpoints. Their core mission is to help customers accelerate revenue growth while automating customer experiences across all engagement channels.
Our client delivers solutions and services to some of the world's largest companies, offering highly trusted, secure, flexible, and high-performance systems that set the standard in the marketplace.
Position Summary:
The Renewals Specialist plays a critical role in our Customer Success team by ensuring a seamless and positive experience for our customers as they approach their contract renewal period. The ideal candidate will proactively manage the renewal process, working closely with customers to retain and grow their business. You will be responsible for identifying opportunities to up sell additional products and services while ensuring customer satisfaction and loyalty.
Main Responsibility Areas:
- Manage a renewals pipeline, ensuring that all contracts are renewed on time and at or above the existing contract value.
- Engage with customers well in advance of their renewal date to discuss contract terms, address any concerns, and highlight the value our clients Software Solutions has provided.
- Becoming a trusted advisor for the Customer for their support needs. Cultivating an environment of mutual value recognized between our client and their customers
- Lead the global renewals process in collaboration with the account team to preserve and enhance customer contracts and relationships.
- Negotiate renewal terms, pricing, and conditions with customers, ensuring a win-win outcome that retains the customer and drives additional value.
- Providing a consultative and proactive process to producing competitive renewal quotes.
- Consulting with internal sales teams to prepare renewal quotes, overcoming objections through renewal process.
- Work closely with Sales, Customer Success, and Product teams to ensure a cohesive approach to customer retention and growth.
- Track and report on renewal rates, reasons for non-renewal, and customer feedback to identify trends and areas for improvement.
- Maintaining and updating reporting systems used for research and providing accurate renewal forecasts.
- Act as a customer advocate within the company, ensuring that feedback is communicated to relevant teams to drive product and service enhancements.
- Identify and pursue opportunities to upsell additional products and services during the renewal process.
- Cultivating strong business relationships with the customer, Account Executives and other stakeholders.
- Utilizing departmental standard operating procedures to bring renewal contracts in at full value and on time.
- A strong sense of urgency is required to manage all renewals resulting in full value, on time renewals.
- Consistently looking to enhance the renewal process and procedures while working to achieve an exceptional team environment.
Key Skills & Competencies:
- Min 7 years experience working in a customer support, sales oriented or renewals environment
- Exceptional communication both written and verbal, with the ability to listen and understand client needs and focus the content.
- Ability to build and maintain strong customer relationships
- Excellent organizational and time management skills.
- Proficiency in CRM software and Microsoft Office Suite.
- Understanding of SaaS business models and customer retention strategies. E
- Experience with Salesforce CRM application
Preferred Qualifications:
- A strong sense of urgency is required to manage all renewals resulting in full value, on time renewals.
- Consistently looking to enhance the renewal process and procedures while working to achieve an exceptional team environment.
- Goal-oriented, positive, a self-starter, with strong attention to detail and analytical skills
- Experience with mobile telecommunications and network technologies.
- Strong desire in establishing and maintaining strong relationships with client
- Ability to work cross functionally with a dynamic team who rely on each other to achieve overall corporate goals
- Proficiency in navigating larger deals and managing multiple stakeholders
- Ability to work aggressively, be competitive and persuasive, while demonstrating confidence and resilience, and maintaining integrity and credibility
About Us
Oliver Peters is an Equal Opportunity Employer. We do not discriminate based on race, religion, colour, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, ex-forces status or any other basis. All employment is decided based on qualifications, merit, and business need and we are committed to a fair hiring process.
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